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The U.S. IMPACT Study 

A research initiative examining the 
impact of free access to computers 
and the Internet in public libraries. 


Principal Authors 

Samantha Becker 
Michael D. Crandall 
Karen E. Fisher 


Bo Kinney 
Carol Landry 
Anita Rocha 


write 


7^ Information School 


<9 


UNIVERSITY of WASHINGTON 


BlLI>MELINDA 

GATES foundation 


•••>;: . INSTITUTE of , .. 

MuseumandLibrary 

* SERVICES 


This report and its appendices can be downloaded at 
http://tascha.washington.edu/usimpact. 

Printed March 2010 in the United States of America by the 
Institute of Museum and Library Services. 

IMLS will provide visually impaired or learning-disabled individuals 
with an audio recording of this publication upon request. 

Contact 

Institute of Museum and Library Services 
1800 M Street NW, 9th Floor 
Washington, DC 20036 
202-653-IMLS (4657) 
www.imls.gov 

Suggested Citation 

Becker, Samantha, Michael D. Crandall, Karen E. Fisher, Bo Kinney, 
Carol Landry, and Anita Rocha. (2010). Opportunity for All: How 
the American Public Benefits from Internet Access at U.S. Libraries. 
(IMLS-2010-RES-01). Institute of Museum and Library Services. 
Washington, D.C. 

Library of Congress Cataloging-in-Publication Data 

Not available at the time of printing. 




Contents 


Figures.iii 

Foreword.iv 

Acknowledgments.vi 

Executive Summary.1 

Key Uses of Library Computers.5 

Social Connections.5 

Education.6 

Employment.6 

Health and Wellness.7 

eGovernment.7 

Community and Civic Engagement.8 

Personal Finance.8 

Recommendations.8 

Conclusion.10 

1. Introduction.12 

2. Background.14 

2.1 The Digital Divide.14 

2.2 Libraries Bridge the Digital Divide.16 

2.3 Previous Findings.19 

3. Purpose and Methods.20 

3.1 Purpose.20 

3.2 Theoretical Frameworks.21 

3.3 Research Methods.22 

Surveys.22 

Case Studies.24 

4. Public Library Visits.26 

5. Accessing Online Library Resources.28 

6. Public Library Internet Users.32 

6.1 Power Users.35 

6.2 Supplemental Users.38 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | i 
































6.3 Occasional Users.41 

6.4 Getting Technology Help and Training.42 

Individual Help.42 

Formal Training.44 

6.5 Using Library Computers to Help Others.46 

6.6 Importance of Technology Access iniPublic Libraries.50 

7. Uses of Public Library Internet Connections.54 

7.1 Education.56 

7.2 Employment and Entrepreneurship.71 

7.3 Health and Wellness.97 

7.4 Accessing Government and Legal Services and Information.116 

7.5 Participating in Community Life.131 

7.6 Managing Household Finances.144 

7.7 Building and Maintaining Social Connections.158 

8. Recommendations.185 

9. Future Research.190 

Further Exploration of Activities and Users.190 

Extending the Impact, Helping Others.190 

References.192 

Further Readings.197 

Appendices.200 


ii | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 
























Figures 

Figure 1: Distribution of library outlets and density of public access computer 
terminals by state 

Figure 2: Change in library use and resources since 1998 

Figure 3: Proportion of the population using the Internet in public libraries by 
mode of access 

Figure 4: Frequency of public access computer terminal and wireless network 
use by availability of alternative access to the Internet 

Figure 5: Type of help received from library staff or volunteers 

Figure 6: Relationship of helper to help recipient 

Figure 7: Perceptions of personal and community importance of public library 
computers and Internet access 

Figure 8: Ranking of use areas by availability of alternative access users 

Figure 9: Educational activities by availability of alternative access 

Figure 10: Types of educational programs applied to by adults 

Figure 11: Employment activities by availability of alternative access 

Figure 12: Entrepreneurial activities by availability of alternative access 

Figure 13: Health and wellness activities by availability of alternative access 

Figure 14: Government and legal activ ities by availability of alternative access 

Figure 15: Top community participation activities by user type 

Figure 16: Most common financial activities by user type 

Figure 17: Social activities by availability of alternative access 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | iii 


Foreword 


The rapid adoption of the Internet and computing technologies by all sectors of 
modern society has made them an indispensable part of our daily work and life. 
Access to these resources is taken for granted by public agencies providing 
services to the community, by those who conduct business and commerce, and 
by those who use them to stay current on public affairs and in touch with their 
families and friends on a daily basis. Yet not all individuals have consistent 
access to these resources—they may be unable to afford them, they may need 
basic training in how to use them, or they may be displaced from their normal 
access points. 

Fortunately, public libraries have taken on the role as the provider of free public 
access to the Internet and computers for those who are not able to gain access 
elsewhere, for whatever reason. Whether it's a business traveler who needs to 
check his or her office email when out of town or a homeless person who has no 
other means for finding social services to meet his or her needs, all Americans 
can count on the public library in their community for access to the Internet and 
computers, supported by staff trained to help users be successful in their 
interactions. This access has also proven to be critical in times of disaster, where 
libraries may be the only access point still operating that can provide a delivery 
point for government and social services to those displaced. 

To better understand how the provision of free access to the Internet and 
computers in public libraries is impacting the lives of individuals, families, and 
communities across the United States, the Institute of Museum and Library 
Services issued a request for proposals for research targeted at documenting, 
describing, and analyzing the use and results of this use in libraries throughout 
the nation. The present report outlines the first part of that research, describing 
the characteristics of people who use public access computers and Internet 
connections, the types of use they engage in, and the impact that use has on 
their own lives, that of their families and friends, and the communities they live 
in. A second report will follow that examines the effect of library characteristics 
and policies on public access computing use and impact, as a first step toward 
helping libraries understand how some of their services may be affecting the 
overall success of their efforts in providing public access services to their 
communities. 

The results of this study clearly show that public libraries are a key element of 
America's digital infrastructure, and that large numbers of people are using 
libraries' public access services to meet their needs in health, education, 
employment, and other important areas. But it also shows that beyond the 


iv | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Internet connections and computers that libraries provide to make this possible, 
the one-on-one help and other resources librarians, library staff, and volunteers 
provide to the users is an important element in the success of these services. 

We are grateful to the Institute of Museum and Library Services and the Bill & 
Melinda Gates Foundation for their support of this project, to our expert 
committee for their advice and counsel in shaping the research, to the Chief 
Officers of State Library Agencies for their assistance and enthusiasm in helping 
make the fieldwork possible, to the libraries across the country that donated 
their time and effort to help with data collection, to our research partners who 
helped with the design and analysis of the data, to the students who worked 
diligently in the field and the office, and to all the library users who took the 
time to complete our surveys and interviews. 

We hope that this report and its forthcoming companion will be useful for 
libraries as an aid in informing the public of the value of their free public access 
services, and that funders and policy makers will find the results of interest as 
they consider future efforts in this area. Public libraries have become an 
essential part of the fabric of access to the Internet and computers in this 
country, and we believe the results of our research show that the impact of 
these services is well worth the investment of public dollars and resources to 
make this possible. 

Mike Crandall, MUS 
Co-principal investigator 

Karen Fisher, PhD 
Co-principal investigator 

Samantha Becker, MLIS, MPA 
Research manager 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | v 


Acknowledgments 

Large scale projects like the U.S. IMPACT Study are not possible without the help 
of many individuals and organizations. This work is no exception, and we have 
had support and guidance from many organizations and individuals throughout 
the project. Each has contributed in different ways to making the project a 
success, and we are deeply grateful for the advice and input we have received 
over the last 18 months. We would like to offer our gratitude to the following 
organizations and individuals for the part they played in making this project a 
success. 

The Institute of Museum and Library Services was an essential partner 
throughout the design, execution, and dissemination of the U.S. IMPACT Study, 
and it is much stronger for their input and participation. We would especially 
like to thank Carlos Manjarrez, Lesley Langa, Mamie Bittner, and Mary Chute for 
their guidance during our engagement. The long-term support of public access 
computing in public libraries by the Bill & Melinda Gates Foundation was the 
impetus for this study, and we appreciate the time, energy, and flexibility of 
Jaime Greene and Jill Nishi. Their involvement was essential in making this 
project a success. 

As hosts of our case study visits, the Enoch Pratt Free Library, Fayetteville Public 
Library, Oakland Public Library, and Marshalltown Public Library, as well as the 
Mount Vernon City Library (which served as our test site), provided unlimited 
access to their amazing librarians and information technology staff, board 
members, and patrons. We are incredibly grateful to the leadership teams and 
staff at each of these, and especially their directors and following key staff: Carla 
Hayden, Ann Smith, Pat Costello, Louise Schaper, Shawna Thorup, Carmen 
Martinez, Diane Satchwell, Carole Winkleblack, and Brian Soneda. 

In addition to our case study libraries, we also want to express our deep 
appreciation to the 400 libraries and their directors and staff who made the U.S. 
IMPACT web survey available to patrons through their library computers and 
websites and for the work of the Chief Officers of State Library Agencies, 
especially Suzanne Miller and Peggy Rudd of the Research and Statistics 
Committee and all the state librarians and designees who helped coordinate the 
web survey. Special thanks also go to the Seattle Public Library and Jennifer 
Giltrop for allowing us to conduct survey pretesting with their patrons and to 
Michael Shapiro and Jennifer Peterson from WebJunction who helped us 
communicate with the participating libraries. The web survey would not have 
been possible without the creativity and resourcefulness of the University of 


vi | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Washington Social Development Research Group and their extraordinary team 
of Kimberly Cooperrider, Wilson Chau, Anne McGlynn, and Mary Grassley. 

With members from academic, library, and policy communities, the U.S. IMPACT 
Study Expert Committee was invaluable for advice, guidance, and helpful 
critiques of our research approach and instruments. The committee included 
Rick Ashton (Urban Libraries Council), Michael Barndt (Nonprofit Center of 
Milwaukee), Susan Benton (International City/County Management 
Association), John Carlo Bertot (Information Use Management and Policy 
Institute), Cathy Burroughs (National Network of Libraries of Medicine Pacific 
Northwest Libraries Health Sciences Libraries), Sarah Earl (International 
Development Research Centre Evaluation Unit), Carla Hayden (Enoch Pratt Free 
Library), Peggy Rudd (Texas State Library and Archives Commission), Ross Todd 
(Center for International Scholarship in School Libraries), and Bernard Vavrek 
(Center for the Study of Rural Librarianship). 

We also received invaluable advice and assistance in our research design and 
analysis from the Urban Institute, particularly Rob Santos and Timothy Triplett, 
the University of Washington Center for the Studies of Demography and Ecology 
and the Social Development Research Group, and Glen and Leslie Holt. We are 
grateful for the advice and expertise of Rachel Garshick Kleit from the University 
of Washington Evans School of Public Affairs and Sunghee Lee from the 
University of California, Los Angeles Department of Biostatistics. 

Throughout the project we were fortunate to have the enthusiastic participation 
of many students enrolled at the University of Washington. Student volunteers 
from the Information School came from the undergraduate Informatics 
program, as well as from the Master in Library and Information Science and the 
Master of Science in Information Management Program, and the Information 
Science PhD program. We also had several students from the Master of Public 
Administration program at the Evans School of Public Affairs. 

Among our star student helpers are Elizabeth Mitchell, Melody Clark, Rebecca 
Blakewood, and Christine Lee, each of whom made unique and critical 
contributions to the project. Also participating in fieldwork and other support 
activities were Jennie Abrahamson, Ellie Bair, David Lee Bassett, Jack Baur, 
Amber Duginske, Audrey Kentor, Sherry Edwards, Melissa Mather, Jordan 
McOwen, Liz Moffat, Cadi Russell-Sauve, Alice Tsoi, Kathy Weigert, Seung-yon 
Yu, and Wei-Chih (Vicki) Chen. Finally, we want to acknowledge the contribution 
of Jan Boyd and the Graduate Assistant Crew at the University of Washington 
Information School for their background research and responsiveness to the 
needs of the project. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | vii 


viii | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Executive Summary 

Over the past decade and a half, free access to computers and the Internet in 
U.S. public libraries evolved from a rare commodity into a core service. Now, 
people from all walks of life rely on this service every day to look for jobs, find 
health care, and read the latest news. As the nation struggled through a historic 
recession, nearly one-third of the U.S. population over the age of 14 used library 
Internet computers and those in poverty relied on these resources even more. 

This study provides the first large-scale investigation of the ways library patrons 
use this service, why they use it, and how it affects their lives. A national 
telephone survey, nearly 45,000 online surveys at public libraries, and hundreds 
of interviews reveal the central role modern libraries play in a digital society. 

The library's role as a technology resource and training center has exploded 
since 1996, when only 28 percent of libraries offered visitors access to the 
Internet. Today, almost all public library branches offer visitors free access to 
computers and the Internet, thanks to a sustained effort by federal, state, and 
local governments; private philanthropy; and the work of librarians. Until now, 
though, there has been no systematic study that provided a national picture of 
how people use this important community resource. 

Internet access is now one of the most sought after public library services, and 
it is used by nearly half of all visitors. Over the past year, 45 percent of the 169 
million visitors to public libraries connected to the Internet using a library 
computer or wireless network during their visit, even though more than three- 
quarters of these people had Internet access at home, work, or elsewhere. The 
widespread use of these services by people of varying age, income, and 
experience is an indication of the unique role that public libraries play in the 
evolving digital landscape. Public libraries stand out as one of the few 
community institutions that can address the computing and information needs 
of all kinds of users, from seniors who have never touched a keyboard to young 
entrepreneurs launching a new eBusinesses strategy. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 1 


Chart 1: Library users and public library access users as a percentage of the 
U.S. population 14 years and older 



Libraries offer a technological lifeline to children and families in need. 

Although many different types of residents use public library computer and 
Internet services, libraries appear to be particularly effective in addressing the 
needs of families who still lack access elsewhere. But for libraries, millions of 
Americans would not have reliable Internet access in a digital age when a 
connection is often needed to complete school assignments, apply for jobs, or 
secure government services. Overall, 44 percent of people in households living 
below the federal poverty line ($22,000 a year for a family of four) used public 
library computers and Internet access. Among young adults (14-24 years of age) 
in households below the federal poverty line, 61 percent used public library 
computers and Internet for educational purposes. Among seniors (65 and older) 
living in poverty, 54 percent used public library computers for health or wellness 
needs. 

People of all ages, incomes, races, and levels of education go to the library for 
Internet access, whether they have a connection at home or not. Users turned 
to computers at the public library for a wide range of reasons, whether it was 
because they did not have access elsewhere, needed faster Internet speed, 
wanted technical help from a librarian, competed for access to a computer at 
home, or simply wanted to work somewhere more peaceful and inviting than a 
crowded coffee shop or a hectic unemployment office. 


2 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 



The chart below displays the different age categories of public access users, as a 
percentage of all users. Overall, youth (between 14 and 24 years old) make up a 
quarter of all users. However, the distribution is not heavily skewed toward 
youth. There is a strong representation of users from youth to seniors. The 
second and third largest groupings of users are people in their middle years (45- 
54) and seniors older than 65, respectively. 


Chart 2: Public library Internet users by age as a percentage of all users 



Technology draws teens to the library. Young adults were among the most 
active, with nearly half of the nation's 14 to 18 year olds (an estimated 11.8 
million users) reporting they used a library computer during the last year, and 
one quarter did so once a week or more. One of the most common uses of 
library computers reported among these teenagers was to do homework. 

Overall, people use library computers to perform both life-changing and 
routine tasks. Regardless of income, patrons relied on library computers to take 
fundamental steps in their lives. For example, they used these resources to find 
work, apply to college, secure government benefits, and learn about critical 
medical treatments. They also used library computers to connect with family 
and friends, plan family outings, manage bank accounts, apply for permits, start 
local clubs, and read the daily newspaper. 

In extreme conditions, people turned to public library Internet terminals when 
they had nowhere else to go. In the wake of natural disasters, such as 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 3 






































Hurricane Katrina, public libraries were often some of the last remaining places 
where people could search online for housing and FEMA aid. 

Patrons use library computers to help others in their community. Apart from 
addressing their own computing needs, nearly two-thirds of library computer 
users (63 percent) logged on to help others. Fifty-six percent reported helping 
friends or family with health matters, 46 percent helped find information on 
education and learning opportunities, and 37 percent helping friends or family 
find employment or career information. An estimated 48 million people 
reported using library computers and Internet access to helping their friends, 
family, coworkers, and even strangers with a wide range of problems, from 
resolving tax questions to finding medical equipment. 

Public libraries provide access to government agencies that now offer many 
forms and services online. More than 26 million people used public library 
computers to get government or legal information or to access government 
services. Of these, 58 percent downloaded a government forms, such as Social 
Security paperwork, tax forms, and Medicare enrollment documents. Nearly 
half of these people wound up submitting a government form using a library 
computer. When it came to government services, the vast majority who sought 
help from government officials over a library's Internet connection (84 percent) 
reported they received the help they were seeking. 

Public libraries are extensions of the nation's education system. Another 
important use of computers at public libraries was to further one's education. 
More than 32 million visitors reported using library computers for a variety of 
educational activities: doing their homework, searching for and applying to GED 
and graduate programs, completing online courses and tests, and even applying 
for financial aid. More than half of library patrons who used library computers 
to seek financial aid received funding. 

Librarians enhance the computing and Internet experience. The availability of 
the Internet at the library coupled with the vast number of online transactions 
has expanded the librarian's job and mission, creating a new set of 
opportunities and service challenges. Librarians have begun serving as informal 
job coaches, college counselors, test monitors, and technology trainers for the 
growing number of patrons navigating government aid, the job market, and all 
levels of education on library computers. 

Many librarians have embraced this change as a natural extension of their role 
as highly trained information guides. They now offer beginning and advanced 
computer classes, host job training seminars, and provide countless patrons 
one-on-one computer training. Overall, two-thirds of people who used library 


4 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


computers received help from library staff or volunteers on computer or 
wireless network issues. 


Key Uses of Library Computers 

The study explored eight areas where people reported using library computers 
in the past 12 months: education, employment, health and wellness, accessing 
government and legal services and information, participating in community life, 
managing household finances, entrepreneurship, and building and maintaining 
social connections. The most commonly reported use was social connection, 
which included connecting with family and friends, finding support for an issue 
or problem, as well as leisure activities such as watching videos, pursuing 
hobbies, or maintaining blogs and personal websites. 


Library patrons reported using computers and the Internet to address a range of 
basic needs. The three most common uses were: education (42 percent), 
employment (40 percent), and health (37 percent). The sections below highlight 
report statistics for the largest use areas. 


Chart 3: Rank of Library Internet Use by Subject Area 


Social connection 


Education 


Employment 


Health and wellness 


Government and legal 


Community engagement 


Managing finances 


Entrepeneurship 



0% 10% 20% 30% 40% 50% 60% 70% 


Social Connections 

• Sixty percent of the public access computer users reported using 
library resources to maintain person connections. Among these 
users, 74 percent reported using library computers to connect with 
friends or family, 66 percent communicated with family or friends in 
the local community, and 35 percent reported connection with 
family outside of the United States. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 5 












A Fayetteville, Arkansas, user talked about growing closer to his 
family using library computers: My mother, sister and father—I'm 
12 hours away from anyone who could claim me as kin. They benefit 
from hearing that their son is still alive. I have more time to chat 
with my sister, we catch up when I don't have that much time during 
work hours. I've grown quite close to my sister because of those silly 
computers. 

Education 

• Forty-two percent of the library computer users (an estimated 32.5 
million people) leveraged the library technology resources to help 
them achieve their educational goals. For example, nearly 37 
percent of these users relied on library computers to learn about 
college degree or certificate programs. 

• Youth relied heavily on public library computers and internet 
access: 42 percent of 14 -18 year old respondents reported using 
library computers to do schoolwork. 

• Twenty-four percent of the education users reported taking online 
classes or worked on online assignments at the library 

A principal at an Oakland high school had this to say about the way the local 
library addressed his student's needs: "100 percent of our graduates are 
accepted to college...We work with largely disadvantaged and at-risk youth, and 
they don't have computers at home, so they come here to the library. They [the 
students] get support here. The librarians help them attain the online and print 
materials they need. 

Employment 

• In the study, 40 percent of the respondents (30 million people) used 
library computers and internet access for employment or career 
purposes. 

• Among the employment users, 76 percent used a library's 
computers or Internet connection specifically for their search for job 
opportunities. 

• Sixty-eight percent of the users who searched for a job submitted 
an application online. 

• Forty six percent or the employment users used library computers 
to work on their resumes. 


6 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Twenty three percent of the employment users obtained job related 
training. 




A computer user in the Oakland Public Library system summed it up this way: 
“You know how the economy is right now. But if you're just out there filling out 
applications and walking around, you get so tired and you give up...But in the 
library, you can do what would take you a week to do in one day." 

Health and Wellness 

• Overall, 37 percent of library computer users, an estimated 28 
million people, focused on health and wellness issues, including 
learning about medical conditions, finding health care providers, 
and assessing health insurance options. 

• Many of these people (83 percent) reported doing research about a 
disease, illness, or medical condition; 60 percent logged on to learn 
about diet and nutrition; and 53 percent used the library computers 
to learn about a medical procedure. 

• Roughly half of the people who used a public library computer to 
find doctors or health care providers reported that they made 
follow-up appointments. 

• Among the people who reported researching diet and nutrition 
issues online at the library, 83 percent decided to change their diet. 
Among users who searched for exercise and fitness information, 84 
percent decided to change their exercise habits. 

eGovernment 

• For more than 26 million users, libraries serve as the neighborhood- 
based extension of a government agency, linking users to 
government officials, programs, and services. 

• Among these users, 60 percent logged on to learn about laws and 
regulations, 58 percent reported using a library computer to 
download government forms, and 56 percent reported logging on 
to find out about a government program or service. 

• Fifty-three percent of these users (over 13 million people) reported 
that they sought help from specific government official or agency. 
Many of these people found it. Approximately 83 percent of the 
people who looked for help from a specific government official or 
agency reported that they got the help they needed. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 7 


A Fayetteville Public Library staff member described the support his library 
provided to hurricane victims: "One story I remember after Hurricane Katrina 
we're only an eleven-hour drive north of New Orleans—the hotels were so full, 
people just kept coming and there was an older gentleman here. We had him on 
a research computer and our staff helped him fill out the FEMA paperwork." 

Community and Civic Engagement 

• Many people (33 percent) used library computers to learn about 
politics, news, and their community. Among these users, 81 percent 
reported keeping up with current events, 80 percent reported 
learning about candidates or issues, and 25 percent reported 
managing a club or nonprofit organization. 

A public library user in Fayetteville, AR: "I watched Obama's inauguration 
here.../ couldn't go to Washington but it still felt like a historical moment 
watching it with the community here." 

Personal Finance 

• A significant number of people (19 million or 25 percent of all public 
access users) logged on at their public library for commercial needs 
or to manage their personal finances. 

• More than one quarter of these people (28 percent) reported that 
they did not have Internet access through other means. 

• Two out of every five personal finance users (42 percent) were from 
low and moderate income households (at or below 200 percent of 
poverty). 

• The majority of these users reported using library computers for 
online banking (62 percent) and 53 percent used the computer for 
making purchases online. 

• Half of these personal finance users reported paying bills using 
library public access computers. 

Recommendations 

The U.S. IMPACT Study provides compelling evidence for the way in which one 
public library service—free computer and Internet access—helps address a wide 
range of needs for residents in communities large and small. This report 
demonstrates that libraries have been a silent partner in workforce 


8 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


development, educational achievement, health information delivery, and 
bringing government services to citizens. It also documents the significant public 
benefit of investments in library technology and calls on policy makers to 
develop and implement coordinated strategies to more fully integrate libraries' 
roles in achieving positive public outcomes. The following recommendations 
highlight strategies that policy makers could help develop, fund, and implement 
to achieve positive policy outcomes. With library resources already stretched, 
new policies and mandates should be supported with both new funding and 
partnerships. 

State and local government should include libraries in comprehensive 
broadband deployment and adoption strategies. The national broadband plan 
provides an important framework for communities hoping to extend broadband 
access to all residents. State and local broadband strategies should account for 
the varied ways that libraries address the technology needs of many different 
groups in their community, including people who may have access but are in 
need of the value-added resources and services that libraries provide. 

Business and government agencies should engage libraries in economic and 
workforce development strategies. Libraries are a very effective way to reach 
job seekers and connect them to employment support services. Partnerships 
between libraries, workforce development, and small business development 
agencies can strengthen the impact of local economic development efforts by 
building broader and more seamless workforce information networks for the 
public. 

State and local education reform initiatives should partner with and invest in 
public libraries to broaden educational opportunities for K-12 students and 
adults. Strategic partnerships between schools, nongovernmental organizations, 
and libraries can help build stronger educational interventions by marshalling 
the resources and capabilities of a variety of community learning institutions 
toward a common set of educational goals. 

Public and private health officials and organizations should support the public 
library as a partner in disseminating health and wellness information and as a 
resource for future health communications research. The report provides 
evidence that many people are turning to their local library as a resource when 
looking for health information and for making important decisions about their 
own health and wellness behaviors. Libraries provide access to a health 
information seeking public that can be leveraged for targeted health and 
wellness campaigns. Hospitals, doctors, public health agencies, insurance 
companies, and other health care providers should work with and invest in 


Opportunity for All: How the Americsn Public Benefits from Internet Access 3t U.S. Librsries | 9 


libraries to build a stronger health communications network in urban and rural 
communities across the country. 

Federal, state, and local government agencies should support libraries as 
points of access for eGovernment services. Government agencies are moving a 
tremendous amount of information onto the Internet. Given the high use of 
public library technologies, particularly among vulnerable populations, 
communication strategies developed with public libraries in advance of major 
Internet-based initiatives could lessen the burden on local libraries and further 
the goals of sponsoring agencies by reaching the broadest possible audience. 
The reliance on the public library as an emergency backup to other government 
and social agencies also should be considered in distributing emergency aid. 

Support technology services that build communities. Respondents of all ages 
reported that library technologies helped them connect with family (locally and 
around the globe), keep up with current events, and identify volunteer 
opportunities. New technology services in libraries have preserved the role of 
libraries as the information commons in the 21st century. Local civic and 
government organizations should consider ways to promote and support this 
vital role that libraries continue to play in the information age. 

Conclusion 

The wiring of public libraries has transformed one of the nation's most 
established community resources into a critical digital hub, where patrons can 
compete more effectively for jobs, improve their health, find key government 
services, and manage their finances. Computer and Internet access allow 
librarians to go beyond library stacks to connect patrons to all of the resources, 
services, and tools available online. In a world increasingly defined by 
technology, the public library is one of the widest bridges to the Internet and 
computers, not only for those who cannot afford their own connection, but for 
those who find the library is an easier, faster, friendlier, or more effective way 
to use these tools. 

Over the years, libraries have made significant investments to keep pace with 
digital developments, but surging demand quickly wears out equipment, taps 
available bandwidth, and strains library resources. As resources and services 
increasingly migrate online and devour greater bandwidth, more patrons will 
need access to fully participate in the digital age. That means libraries will 
require more resources, not less, to meet this growing need. 

Unfortunately, some states are now cutting library budgets, which puts quality 
access in jeopardy. The situation is worsening because the lingering recession 


10 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


leads state and local governments to cut library funding and libraries to cut 
hours, services, and staff—two developments that will only lengthen the 
growing lines of those waiting to use library computers. 

This groundbreaking research shows people of all types not only use computers 
and Internet lines at the public library, but they rely on this access. The findings 
signal this is a moment when federal, state, and local governments should invest 
more, not less, in the computing capacity of the nation's libraries to help 
advance a wide range of policy goals. 


Methodology 

This study's findings were based on nearly 50,000 completed surveys, including 
3176 from a national telephone survey and 44,881 web survey responses from 
patrons of over 400 public libraries across the country. Another 319 interviews 
were conducted with users, non-users, staff, administrators, funding agencies, 
and other community agencies in four case study sites around the country 
(Baltimore, Maryland; Fayetteville, Arkansas; Marshalltown, Iowa; and Oakland, 
California) to provide greater depth to the findings. 

In addition to demographic characteristics and general use patterns, 
researchers looked at eight different ways people use Internet and computer 
resources at libraries in their daily lives: education, employment and 
entrepreneurship, health and wellness, accessing government and legal services 
and information, participating in community life, managing household finances, 
and building and maintaining social connections. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 11 







Introduction 


Computer technology has become ubiquitous in American society. Without 
access to computers and the Internet, people are excluded from many jobs, 
government services, educational opportunities, and social networks. To help 
ensure all Americans can participate in digital culture, public libraries have been 
at the forefront of mobilizing resources to support free access to technology. 
Through partnerships with the Bill & Melinda Gates Foundation, the Institute of 
Museum and Library Services (IMLS), and advocacy in their own communities, 
virtually all public library systems in the United States have public computers 
and Internet access, with an average of seven terminals available for every 
10,000 residents (Figure 1). These resources are well used: in 2007, libraries 
recorded 357 million sessions on public access computer terminals (Henderson 
etal. 2009). 


Figure 1: Distribution of library outlets and density of public access computer 
terminals by state 




Pacific > 
Ocean ^ 


Legend 

Public access terminals per 10,000 residents 

■ 3.85-5.92 
5.93 - 6.77 
6.78 - 7.75 
7.76 - 9.56 

■ 9.57-13.77 

• Library Outlets 


Pacific 

Ocean 


Pacific 


Atlantic 

Ocean 


Computer terminals are only the most visible manifestation of a vast public 
information infrastructure in U.S. public libraries that includes Internet access, 
digital books, audio recordings, images, databases, electronic reference 
services, and the knowledgeable and dedicated staff who maintain these 


12 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 

















resources and help patrons navigate the digital universe. In 2008, two out of 
three Americans accessed electronic resources through a public library 
computer or website, and one out of three used a public library computer or 
wireless network to access the Internet. 

Opportunity for All: How the American Public Benefits from Internet Access at 
U.S. Libraries is the first installment of a two-part report representing the 
findings from four public library case studies, a national telephone survey, and a 
web survey administered through 400 U.S. public libraries. This report focuses 
on the characteristics of public access computer and Internet users and the 
types of activities and outcomes they reported through surveys and interviews. 
The second report will address library operational and policy issues and how 
they affect the outcomes of public access computing use. 

The next section in this report (Section 2) is a review of the role of libraries in 
providing access to technology and the Internet to people who have been 
excluded from full participation in digital culture. As technology extends into 
every facet of daily life, being on the wrong side of the digital divide, even 
temporarily, exacts an ever increasing toll on well-being. Using the research 
methods described in Section 3, the U.S. IMPACT Study focused on the 
contribution public access technology makes toward bridging the divide and 
providing the means for accomplishing important tasks. 

Using data from the surveys and stories from public access technology users, 
librarians, and community stakeholders, Section 4 discusses the reasons users 
visit public libraries, followed by an examination in Section 5 of how those users 
take advantage of the technology resources provided by those libraries. In 
Section 6, a more in-depth look at the characteristics of the users of public 
library Internet services is provided. 

Section 7 provides a detailed discussion of types of uses and users in the areas 
of pursuing educational goals, job seeking and employment-related activities, 
learning about health and wellness, accessing government information and 
services, participating in community life, managing finances, and building and 
maintaining social connections. Section 8 discusses policy recommendations and 
Section 9 discusses directions for future research. 

The goal of the U.S. IMPACT Study is to help librarians and library staff, policy 
makers, community stakeholders, and the public understand who the users of 
public library computers and Internet connections are and how the availability 
of this important public resource benefits individuals, families, and 
communities. The results are provocative, sometimes surprising, and touch 
virtually every corner of American life. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 13 



Background 

This study is groundbreaking in the sense that it is the first large-scale 
generalizable investigation of the characteristics of patrons who use the 
computers and Internet access in public libraries and examines how they make 
use of these resources. The research builds on previous studies that have 
examined the digital divide, or the effect of lack of access to the Internet, and 
how libraries help bridge the gap for underserved populations. It also expands 
on and updates previous research concerned with how patrons use public 
library technology resources and services. 


By reaching large numbers of users, asking more detailed questions about 
instrumental tasks performed using library computers, as well as looking for the 
outcomes of use, the U.S. IMPACT Study offers a more complete depiction than 
has previously been available of the extent of public library technology use and 
the benefits of access to technology in public libraries to individuals, families, 
and communities. The following brief overview of some of the major results 
from previous studies will help set the context for the findings from the present 
work. 


2.1 The Digital Divide 

The idea of a digital divide that separated information “haves and have-nots" 
was introduced by the U.S. Department of Commerce's (USDC) National 
Telecommunications and Infrastructure Administration (NTIA) in a series of 
reports entitled Falling Through the Net. These reports, released from 1995- 
2000, extend the concept of universal service from telephone service to 
computer and Internet access: 

The concept of "universal service" in U.S. telecommunications policy has 
traditionally referred to the goal that all Americans should have access 
to affordable telephone service. As America has increasingly become an 
information society, however, that concept has broadened to include 
access to information services. Now that a considerable portion of 
today's business, communication, and research takes place on the 
Internet, access to the computers and networks may be as important as 
access to traditional telephone services. (USDC 1998, § 1 
["Introduction"]) 

In the decade since the NTIA reports were released, the extent of day-to-day 
activities occurring online has grown in every sector, with many activities, such 
as submitting job applications and resumes, having moved almost entirely to the 


14 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Internet, making efforts to ameliorate the digital divide even more urgent for 
people without access to computers and the Internet. The NTIA reports, along 
with other studies, demonstrated that the most persistent digital divides 
separate Americans of differing income and education levels, race, and language 
(cf. Fairlie 2005; Hoffman and Novak 1998; Lenhart et al. 2000; Liu 1996; Rainie 
et al. 2005; Spooner, Meredith, and Rainie 2003; U.S. Government 
Accountability Office 2001). Additional divides exist along lines of region or 
urbanization, age, and disability (Lenhart et al. 2003; Liu 1996). 

Furthermore, there has not been one single digital divide separating people who 
do or do not have access to computers and the Internet, but rather a series of 
divides that attend the introduction of new technology. The new divides exist in 
terms of available Internet bandwidth, quality of computer equipment, and the 
ability of users to successfully navigate the Internet to accomplish their goals. As 
information technologies advance and greater numbers of people join 
telecommunications networks, the increasingly small number of information 
"have-nots" will suffer even greater disadvantages (Tongia and Wilson 2007). 

Along these lines, a new gap is opening with the rapidly increasing use of mobile 
devices for connecting to the Internet. In 2008, a panel of technology experts 
surveyed by the Pew Internet and American Life Project predicted that mobile 
devices would be the primary means of Internet connection by 2020 (Anderson 
and Rainie 2008). 

Relieving disparities of access to computers and the Internet is important for a 
number of reasons. Several studies have shown at least moderate benefits to 
computer access and information technology skills in several categories, 
including educational advancement, community participation, access to 
government services, and access to health information (Fairlie 2005; USDC 
2000 , 2002 ). 

Internet access can also provide economic benefits, both indirectly, through 
development of marketable technology skills, and directly, through eCommerce. 
Goss and Phillips (2002), for example, found that developing Internet skills can 
positively affect wages, and Morton, Zettelmeyer, and Silva-Risso (2003) 
observed minorities can gain an economic advantage from shopping online, 
because the Internet facilitates information search and removes cues to a 
consumer' willingness to pay and other characteristics that may disadvantage 
them in negotiating offline. The Internet can also benefit people in everyday life 
by helping people find information to make major decisions and (potentially) to 
increase social capital (Horrigan and Rainie 2006). 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 15 


Insofar as there are benefits to Internet access in general, these benefits 
increase with broadband access. For one reason, broadband users participate in 
more online activities (Horrigan and Rainie 2002). The USDC, in a 2008 report on 
broadband access in the United States, identified numerous benefits of 
broadband access: 

By making it possible to access, use, and share information, news, and 
entertainment with ever increasing speed, broadband technology knits 
geographically-distant individuals and businesses more closely together, 
increases productivity, and enriches the quality of life. In so doing, it 
catalyzes economic growth and job creation that, in turn, provide 
unparalleled new opportunities for our nation's citizens. (USDC 2008, i) 

Whatever the reason, exclusion from access to computers and the Internet can 
have profound repercussions for those on the wrong side of the digital divide. 
The NTIA Falling Through the Net reports emphasize the importance of public 
access points such as public libraries in providing Internet access, particularly to 
disadvantaged groups. The 1998 report, for example, concludes, "Because it 
may take time before these groups become connected at home, it is still 
essential that schools, libraries, and other community access centers...provide 
computer access in order to connect significant portions of our population" 
(USDC 1998, § 4 ["Policy Implications"]). 

2.2 Libraries Bridge the Digital Divide 

Public libraries were identified early on as important players in the task of 
equalizing computer and Internet access. In 1993, Vice President Al Gore 
suggested that public libraries could serve as a "safety net" in providing Internet 
access. In his 1994 State of the Union Address, President Clinton declared his 
intention "to connect every classroom, every clinic, every library, and every 
hospital in America to a national information superhighway by the year 2000" 
(McClure, Bertot, and Zweizig 1994, 1). 

Public libraries quickly adopted public computer and Internet access as an 
extension of their traditional role of providing access to information and 
information literacy training. Today, virtually all public libraries provide Internet 
access, and the majority are the only provider of free access in their 
communities (American Library Association [ALA] 2009; Bertot et al. 2007; 
Bertot, McClure, and Jaeger 2008). 

Empirical and anecdotal evidence, including that produced by the U.S. IMPACT 
Study and included in this report, supports the observation that the digitally 
disadvantaged are heavy users of library computers and that libraries have a 


16 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


major role in lowering the barriers to digital inclusion. Compared to other public 
access providers such as employment centers and cybercafes, the library model 
for public access technology stands out because of the presence of librarians 
who provide training and assist users in navigating the Internet, thus helping not 
only to overcome divides of access, but of computer skills and information 
literacy as well. 

In addition to the significant investments made by local jurisdictions, several 
major external funding initiatives have helped libraries' investment in public 
computer and Internet access. Sustaining access requires ongoing expenditures 
to support software and hardware upgrades, increased bandwidth and 
connection speeds, continuous staff time and skills training, and maintenance of 
open hours, all without shifting funding away from the other services or 
activities that libraries provide and communities depend on. 

As seen in Figure 2, from 1998 to 2006 the average number of public access 
computer terminals in public libraries grew by more than 300 percent. To a 
lesser extent, this mirrors the growth in library visits and circulation of books 
and other materials. However, although demand for library computers is high 
and continues to grow, since 2001 the number of librarians available to assist 
patrons has not grown at the same pace as the rapid increase in visits, 
circulation, and availability of public access computers. Further, the number of 
hours libraries are open has remained flat or in some years fallen. Supporting 
these observations further, the latest Public Library and Internet Study for the 
American Library Association (Clark et al., 2009, p. 8), shows that 81 percent of 
libraries cite insufficient availability of workstations, time limitations are being 
placed on the use of work stations, and that 63 percent of libraries rely on non¬ 
professional IT staff or library directors to carry out technical support. (Data 
pertaining to these themes were collected as part of the U.S. IMPACT Study and 
will be discussed in a second report.) 

The Public Library and the Internet studies, which measured public library 
connectivity and access, found a leveling off in the number of Internet 
workstations per public library outlet beginning in 2002, an "infrastructure 
plateau" which is influenced heavily by library size, space limitations, and 
technical or telecommunications issues. Many libraries report adding wireless 
access rather than new workstations to meet patron demand, although this can 
place substantial strain on library bandwidth (Bertot, McClure, and Jaeger 2008; 
Bertot and Davis 2007; Davis, Bertot, McClure, and Clark, 2009; McClure, Jaeger, 
and Bertot 2007). 

Partly fueled by this solution to infrastructure limitations, the proportion of 
public libraries providing wireless Internet access grew from 18 percent in 2004 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 17 


to over 76 percent in 2008. Library connection speeds have also increased 
steadily. Some libraries have even gone beyond providing access inside library 
buildings by using computer loans, cybermobiles, or community partnerships to 
help their communities access the Internet (ALA 2009; Bertot et al. 2006, 2007; 
Bertot, McClure, and Jaeger 2008). 

Figure 2: Change in library use and resources since 1998 
35 % 

30 % 

25 % 

20 % 

a> 
cxo 

_§ 15 % 

u 
*■> 

§ 10 % 

<u 
a. 

5 % 

0 % 

- 5 % 


Source: Public Libraries Survey 1998 - 2006. 

Washington, DC: Institute of Museum and Library Services 


Longitudinal analysis of Public Libraries Survey data (1998-2006) suggests that 
despite external funding initiatives, overall library funding has not kept pace 
with the growth of patron demands or library service provision; while Internet 
provision has skyrocketed, operating income, staffing levels, and open hours 
have remained flat or increased only moderately. Furthermore, libraries are 
depending more heavily on local government sources for operating income, and 
less on state and other sources, and spending a smaller portion of operating 
expenditures on collections. In short, provision of public access to computers 
and the Internet has been a story of libraries stretching their already limited 
resources to provide an increasing array of services (Kinney 2009). 



14 

12 

10 

8 

6 

4 

2 

0 


Average number of public Internet terminals per outlet 

Total annual visits 

Annual hours open peroutlet 

Total annual circulation of library materials 

Number of librarians per outlet 


JQ 

E 

3 


18 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 








































































2.3 Previous Findings 

Public library computers have become a critical resource for many underserved 
populations and for others who do not have access to the Internet and 
computers through other means. Several smaller scale studies have investigated 
the question of use, with most agreeing that the most frequent activities 
accomplished on library computers are email, general web surfing, educational 
activities, research, information-seeking, and entertainment (ALA 2007; Bertot 
et al. 2006a, 2006b; Curry 2002; Gordon, Moore, and Gordon 2003; Gordon et 
al. 2003; Gross, Dresang, and Holt 2004; Heuertz et al. 2002; Martell 2008; Moe 
2004; Slone 2007). 

Other common uses include job seeking (ALA et al. 2007), social networking 
(Curry 2002), activities related to eCommerce and eBusiness (Heuertz et al. 
2002), and eGovernment (Bertot et al. 2006a, 2006b; Bertot, McClure, and 
Jaeger 2008). Several other noteworthy uses of the Internet in libraries include 
word processing and using spreadsheets (Heuertz et al. 2002), learning basic 
computer skills (Moe 2004; Gordon, Moore, and Gordon 2003), and printing 
documents (Heuertz et al. 2002; McClure, Bertot, and Zweizig 1994). 

Several studies have also identified differences in use between social or 
demographic groups, some of which are confirmed in the current study. The 
Public Access Computing Project (PACP) studies found some differences in use 
between users with and without other ways of accessing the Internet: users 
with no other access were more likely to use library computers for email, 
whereas those with other access were more likely to use the computers for 
education, business, and monitoring stocks and bonds (Heuertz et al. 2002). 
PACP also observed that low income patrons were more likely to use library 
computers for employment-related functions such as job seeking and resume 
preparation, and economic downturns have brought greater attention to this 
role (Brustein 2009; Gordon, Moore, and Gordon 2003; Gronowska 2009; Saulny 
and Cullotta 2009; Yates 2009). 

The U.S. IMPACT Study expands on previous research about the types of 
information seeking and instrumental tasks most frequently reported by public 
access technology users. By asking more detailed questions about types of use 
previously reported in other studies and by producing estimates of the extent 
and relative distribution of these activities among users, the current study 
confirms many previous findings and also provides deeper insight into the 
outcomes of public access technology. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 19 



Purpose and Methods 

The U.S. IMPACT Study picks up where much of the previously discussed 
research leaves off, and makes an important original contribution to the 
literature about public access computing and Internet use by seeking out the 
users' perspectives and providing a comprehensive understanding about who 
patrons are and what they are doing when they use library computer resources. 


The research methods were designed to answer questions about the users and 
uses of public library computing services, develop a basis for outcome 
evaluation through the development of indicators to demonstrate the impact of 
public library computing in multiple policy areas, and to involve the public 
library community in the research process. 


3.1 Purpose 

In June 2007, the IMLS articulated the scope of the U.S. IMPACT Study as 
follows: 


[T]o undertake original research and analysis to identify measurable 
indicators of the social, economic, personal, and/or professional value 
of free access to computers, the Internet, and related services at public 
libraries, and of negative impact where service is weak or absent, and to 
provide new, reliable data on the benefits to individuals, families, and 
communities of these services and resources at public libraries. (IMLS 
2007, 4) 

The studies were framed around the following seven specific research 
questions, also defined by the IMLS: 

1. What are the demographics of people who use computers, the Internet, 
and related services in public libraries? 

2. What information and resources provided by free access to computers, 
the Internet, and related services in public libraries are people using, 
across the spectrum of on-site and off-site use? 

3. How do individuals, families, and communities benefit (with a focus on 
social, economic, personal, and professional well-being) from free 
access to computers, the Internet, and related services at public 
libraries? 

4. What reliable indicators can measure the social, economic, personal, 
and/or professional well-being of individuals, families, and communities 


20 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


that result from access to computers, the Internet, and related services 
at public libraries? 

5. What correlations can be made between the benefits obtained through 
access to computers and the Internet and a range of demographic 
variables? 

6. What computer and Internet services and resources are lacking at public 
libraries that, if provided, could bring about greater benefit? 

7. What indicators of negative impact can be identified where free access 
to computers and the Internet is weak or absent? 

In addition to answering these questions, the research has been designed to 
provide a framework that libraries can use to evaluate their computing services 
and to communicate the value of these services with funding agencies, 
community partners, and patrons; this framework will be discussed in a 
forthcoming report. An online toolkit and supporting resources will also be 
available to help libraries make the best use of the results of the research. 

Theoretical Frameworks 

The U.S. IMPACT Study employed five theoretical frameworks to bring structure 
to the research methods and guide our analysis. The five frameworks include: 

• The Strategic Triangle provided overall guidance for framing the 
research questions in terms of showing the value of public access 
computing resources to the public (Moore 1995). 

• The Situated Logic Model, an extension of a typical performance 
evaluation logic model, helped connect the research questions to policy 
goals to which public access computing resources may contribute 
(Naumer 2009). 

• The Common Outcome Framework guided the identification and 
evaluation of candidate indicators (Lampkin et al. 2006). 

• The Lay Information Mediary Behavior (LIMB) model provided a 
framework for measuring the effect of public access computing 
resources use on other individuals besides the actual resource users 
(Abrahamson and Fisher 2007; Abrahamson et al. 2008). 

• A concurrent triangulated mixed methods research design guided the 
process of validating findings and identifying areas of emergence and 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 21 


divergence that may be of interest for future research (Creswell and 
Plano Clark 2007). 

These frameworks represent a progression from general theoretical guidance 
for the conceptualization of the provision of free access to computers and 
Internet connections within the public policy arena to the connections between 
the research methods employed to examine and discuss the use of these 
services in public libraries. Appendix 1 expands on the discussion of these 
theoretical frameworks and their role in the research design and analysis of the 
data. 

3.3 Research Methods 

Data collection for the U.S. IMPACT Study took place in three concurrent 
phases: a nationwide representative telephone survey, a web survey 
administered through a sample of U.S. public libraries, and case studies in four 
U.S. public libraries. These methods created quantitative data through the 
surveys, as well as contextual information on the public library computing 
environment and patron behaviors through observations and interviews with 
case studies participants. The following section is a brief description of the 
major characteristics of each of the methods; more detailed information about 
the project methodology is contained in Appendix 2. 

Surveys 

The telephone and web surveys included some questions that were asked of all 
respondents, as well as specific questions about library technology use asked 
only of those who had used public computing resources or services in the past 
year. Public access computing users were defined as someone who had either 
used a computer in a public library to access the Internet or had used a public 
library wireless network to access the Internet using their own computer in the 
previous 12 months. Both the telephone and web surveys were available in 
Spanish. 

Telephone Survey 

The telephone survey employed a dual frame probability sample of households 
that combined a list assisted random digit dialing sample procedure with a cell 
phone exchange sample. Calls were placed from April 28, 2009, through August 
1, 2009. The final disposition of the telephone survey is presented in Table 1. 


22 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Table 1: Telephone survey final disposition 


Number of Interviews 

Qualified users 

1,131 

Non-users 

2,045 

Total complete 

3,176 


Web Survey 

The questions contained in the U.S. IMPACT Study web survey were essentially 
the same as those asked of telephone survey respondents with minor 
adjustments to accommodate the different platforms. The web survey was 
intended to permit a smaller, less costly telephone sample, while extending the 
number of users available for analysis. Though Internet-based surveys are still 
largely experimental, they offer a promising method of reaching populations 
commonly missed in the telephone surveys, specifically homeless persons and 
youth, but also lower income persons and others who are more likely to live in 
cell phone only households (Blumberg and Luke 2008). 

The web survey was administered through 401 public library systems selected 
using a stratified random sampling procedure. The final disposition of the web 
survey is presented in Table 2. 


Table 2: Web survey library and interview disposition 


Library Type 

Participating 

Libraries 

Qualified 

Users 

Total Completed 
Interviews 

Large (self-representing) 

91 

19,671 

28,263 

Multiple outlet systems 

153 

8,954 

12,445 

Single outlet systems 

76 

1,863 

2,469 

Small systems 

47 

473 

524 

Volunteer systems 

34 

876 

1,180 

Total 

401 

31,837 

44,881 


The sampled libraries were randomly assigned to 1 of 10 two-week fielding 
periods beginning in April and running until the second week in June 2009. 

Weighting 

To reduce the errors introduced as a result of sampling error and non-coverage, 
the telephone and web survey data were weighted using a propensity scoring 
technique that takes advantage of the telephone survey data as a reference 
point for calibration of the web survey. Weights to match national parameters 
for gender, age, race, and library use were developed using an iterative 
weighting adjustment to balance the distribution of these variables. The 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 23 









parameters come from the 2009 Current Population Survey's Annual Social and 
Economic Supplement. The final weights used for the analysis in this report are 
a product of the propensity score and the calibration weights. Margins of error 
for reported statistics can be found in the Appendix Tables. 

Case Studies 

In order to provide greater context for interpreting and validating findings, the 
following four public libraries participated in case studies: 

• Fayetteville Public Library: Single outlet library in Fayetteville, Arkansas 
(population 57,491). 

• Enoch Pratt Free Library: Multiple outlet library system in Baltimore, 
Maryland (population 632,941). In addition to the central building, the 
branches studied included South East Anchor and Orleans. 

• Marshalltown Public Library: Single outlet library in Marshalltown, Iowa 
(population 30,353). 

• Oakland Public Library: Multiple outlet library system in Oakland, 
California (population 431,634). In addition to the central building, the 
branches studied included Asian, Cesar Chavez, Eastmont, and 
Rockridge. 

The case study teams conducted interviews and focus groups with public access 
technology users during one-week site visits between March and May 2009. Key 
library staff, administrators, board members, as well as representatives of local 
government agencies and community service organizations also participated in 
interviews and focus groups. Table 3 shows the number and types of interviews 
conducted at each site. 


Table 3: Case study interview disposition 



Qualified 

Users 

Library 

Staff 

Community 

Stakeholders 

Total 

Fayetteville 

41 

8 

18 

67 

Enoch Pratt 

38 

16 

6 

70 

Marshalltown 

43 

6 

16 

65 

Oakland 

42 

30 

16 

88 

Total 

164 

60 

56 

280 


Community stakeholders included local agency staff, policy makers/elected 
officials, and staff or volunteers at other community Internet access locations 
and were interviewed either individually or in focus groups. Adult public access 


24 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 





computing users were interviewed individually, whereas youth users aged 14- 
18 years were interviewed in focus groups. 

All of the case study interviews and focus groups were recorded and later 
transcribed. Two types of analysis were applied to the transcripts: the first is a 
traditional qualitative approach to content analysis where transcripts from 
administrator and community stakeholder interviews were analyzed and probed 
for emergent themes. The second was a directed content analysis which applied 
codes derived from the surveys to the public access computing user transcripts. 
The directed approach in this study allows the qualitative findings from the case 
study interviews and focus groups to inform, validate, and provide critical 
context for the quantitative findings of the survey component of the study. 
Comments left by survey respondents in open-ended questions regarding other 
types of use and suggestions for improvements were also coded using the 
directed approach. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 25 



Public Library Visits 

"The library is a quiet safe place; it's a productive place ." 

Reese, Oakland, CA 

In the previous 12 months, 169 million (69 percent) Americans 14 years of age 
and older visited a public library. They also do so frequently: one out of three 
Americans 14 years or older (35 percent) visit once a week or more often. Some 
of the most striking observations from the U.S. IMPACT Study site visits came 
from the recognition of the sheer magnitude and variety of the resources, 
services, and materials public libraries provide and the care with which 
librarians build their collections to satisfy the needs of their particular patrons. 
This dedication to serving local communities is perhaps the reason why public 
libraries continue to enjoy high use among the U.S. population. 


Overall Public Library Use 

Over 69 percent of U.S. residents age 14 or older have visited a public library at least 
once in the past 12 months. Library visits are highest among: 

• The working poor (earning 100-200 percent of federal poverty guidelines) and 
those with income more than 300 percent of the poverty guidelines; 

• People of mixed race, Asians, Native Hawaiians or Pacific Islanders, and Whites; 

• 14-18, 35-44, and 65-74 year olds; 

• Women; and 

• People with educational attainment beyond high school. 


Like many patrons interviewed in the course of this study, Reese a 30-year-old 
unemployed college graduate from Oakland, conveyed her appreciation for 
having a quiet and safe place for people to visit and engage in productive 
activities. Reese explained that she visits a library branch "a bus ride away" from 
her home a couple of times a week to browse books, DVDs, pick up fliers about 
community events, and, about once a month, to use the library's computers for 
Internet access because they're faster than the computer she has at home. 
During her library visits, Reese also uses the library's computers to access the 
catalog and to request interlibrary loans through the library website. Although 
some patrons use the library for more limited purposes, as shown throughout 
this report, the research strongly suggests that most patrons are like Reese and 
use a full range of library resources. 

Approximately 70 percent of people with income between 100 and 300 percent 
of the poverty limit for their household size visited a public library in the past 
year. Americans whose household income is below the federal poverty limit are 


26 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 






less likely to visit the library compared to those in higher income classes 
(Appendix Table 1). However, as seen in Table 4, low income people are more 
likely to visit public libraries frequently, with 28 percent of people whose 
household income is below the poverty guidelines visiting public libraries 
everyday or most days, compared with only 6 percent of people earning more 
than 300 percent of the poverty limit who visit libraries as frequently. 

Table 4: Frequency of library visits by income level 

Household Income as Percent of Poverty Guidelines 



All 

Respondents 

<100% 

100%- 

200% 

200%- 

300% 

>300% 

Every day or most days 

12% 

28% 

19% 

11% 

6% 

At least once a week 

38% 

38% 

40% 

41% 

36% 

About 1-3 times a month 

37% 

22% 

29% 

36% 

45% 

Several times a year 

11% 

9% 

10% 

10% 

11% 

About once a year 

2% 

3% 

2% 

2% 

2% 


Source: 2009 U.S. IMPACT Study telephone and web survey 
Asked of all library visitors 


Youth between 14 and 18 years of age are the most likely age group to be 
library visitors, followed by adults aged 35 to 44 and 65 to 74 years. The high 
likelihood of library visits by people in these age groups are probably reflective 
of typical life-cycle use of libraries with youth using libraries while in school for 
doing homework, parents visiting with children, and older adults increasing use 
after retirement. Although those aged 19 to 24 years are the least likely to visit 
the library relative to the other age groups, they are the most likely to be 
frequent visitors: 23 percent make daily visits compared to 11 percent of those 
aged 25 to 44. Youth aged 14-18 years are nearly as frequent library visitors, 
with 20 percent visiting every day or most days. 

Race and gender are also significant factors in the likelihood of library visits. 
Women are more likely to visit a public library than men, with about 72 percent 
of women making library visits in the past year compared to 67 percent of men. 
Although currently only about 1 percent of the U.S. population identifies with 
two or more racial categories, 79 percent of multiracial people report visiting a 
public library or bookmobile in the past year compared to 73 percent of Asians 
and 71 percent of Whites and Native Hawaiians or Pacific Islanders. Blacks or 
African Americans and American Indians or Alaska Natives are least likely to visit 
public libraries; however, a greater percent of these patrons visit libraries on a 
daily basis than any of the other racial categories. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 27 




Accessing Online Library 
Resources 


Most library patrons (78 percent) use public library computers during their visits 
to access library resources such as digital articles and books, subscription 
databases, and also to look up books in the library catalog, place holds, or 
request items through interlibrary loans (Appendix Table 2). Many libraries, 
including all four visited in conjunction with the U.S. IMPACT Study field work, 
have special computer terminals designated for online public access catalogs 
(OPAC) and some also provide terminals for accessing subscription databases 
available through the library websites. Use of library computers for accessing 
the online catalog and library website resources is a distinct activity from using 
library computers to access the Internet which is discussed in Sections 6 and 7. 


Overall Use of Online Library Resources 

Nearly 78 percent of library visitors, or 54 percent of Americans aged 14 years or older, 
have used a computer in a public library to access library technology resources like the 
online catalog, subscription databases for articles, and digital books and other media. In¬ 
library use of technology was most likely among: 

• The working poor (earning 100-200 percent of federal poverty guidelines); 

• People of mixed race and Whites; 

• Youth aged 14-18 and adults 25-54 years old; 

• Women; and 

• People with post-graduate education. 

Close to two out of three (65 percent) of Americans age 14 and older have accessed 
electronic resources remotely through public library websites, including placing holds, 
getting homework help or reference services, and requesting materials from other 
libraries. Remote use was most common among: 

• Those with incomes greater than 300 percent of the poverty threshold; 

• People of mixed race and American Indians or Alaska Natives; 

• Youth age 14-18 and adults age 35-44; 

• Women; and 

• Those with some high school or education beyond a high school diploma. 


28 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 




Subscription services for magazine and journal articles, genealogy research, 
product reviews, and investment information remain at the core of most library 
online resources. However, many libraries have expanded these offerings to 
include digital books, audio recordings, image collections, and guides to finding 
information on the Internet. These resources are very popular with patrons, as 
indicated by the high percentage of users who access these resources both in 
the library and through library websites. 

As seen in Table 5, lower income people use library computers for accessing 
library-provided electronic resources such as those listed above more frequently 
than higher income people. Looking at those with household income below the 
poverty line, 21 percent use library computers to access electronic resources 
every day or most days compared to just 6 percent of those with income above 
300 percent of the poverty guidelines. One reason for this difference in 
frequency of use may be because higher income patrons access these resources 
remotely through Internet connections at home. One survey respondent from 
Maryland wrote to explain how she uses the library's online resources from 
home: 


The online library catalog, and the availability of interlibrary loan though 
the library, are essential to my work as author and historian. I use these 
resources at least weekly. Also invaluable are the electronic resources 
my library offers: online access to newspapers, genealogical and 
historical sites, journals, etc. I can access these from home through the 
library website and do so several times a week. 

Many survey respondents left similar comments about the importance of the 
electronic resources libraries provide online and how they fit into daily life. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 29 


Table 5: Frequency of library electronic resource use by income category 



Household Income as Percent of Poverty Guidelines 

All 

Respondents 

<100% 

100%- 

200% 

200%- 

300% 

>300% 

Every day or most days 

11% 

21% 

15% 

11% 

6% 

At least once a week 

21% 

29% 

27% 

22% 

17% 

About 1-3 times a month 

29% 

26% 

29% 

31% 

30% 

Several times a year 

28% 

18% 

21% 

26% 

35% 

About once a year 

10% 

7% 

8% 

10% 

12% 


Source: 2009 U.S. IMPACT Study telephone and web survey 
Asked of in-library electronic resource users 


Accessing library resources and patron accounts remotely through a public 
library website is also a frequent activity: 158 million Americans (65 percent) 
have paid these types of "virtual visits" to libraries (Appendix Table 3). 

The odds of accessing library resources remotely are higher among users with 
incomes above 300 percent of the poverty threshold, probably reflecting the 
higher likelihood of these users having alternative access methods. Other 
characteristics of remote users having higher odds of library specific online 
services include: 

• People of mixed race and American Indians or Alaska Natives had higher 
odds than Whites by a factor of 1.45 and 1.47, respectively 

• Youth age 14-18 had higher odds by a factor of 3.92, and adults 
between the ages of 35 and 44 had higher odds by a factor of 2.54 than 
those over 75 

• Women had higher odds by a factor of 1.45 than men 

• Those with some high school education or education beyond a high 
school diploma showed higher odds of using the library online resources 
remotely than people with a high school degree. 

Many public libraries are working to expand the accessibility of their online 
presence by making the resources available through their websites also 
accessible through handheld mobile devices like cell phones and personal digital 
assistants (PDA). Though 58 percent of adult Americans have used their mobile 
communications devices for non-voice activities such as sending or receiving 
text messages, accessing information on the Internet, playing music, or 
watching videos (Horrigan, 2008), only 6 percent of those age 14 and over have 
used mobile devices to access library resources (Appendix Table 4). 


30 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 














During site visits and in hundreds of survey comments patrons also reported 
using non-Internet computers in the library for accessing software, especially 
office applications like word processors and spreadsheets, as well as photo 
editing and other desktop publishing software. They used these programs to 
write short stories, poems, and prepare manuscripts; complete homework 
assignments; create budgets and manage customer lists; and create newsletters 
and fliers. 

Survey respondents also stressed the importance of having library printers 
available for public use. The most frequent types of documents they reported 
printing were boarding passes for transportation (air, train, bus), driving 
directions, coupons, and homework. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 31 



Public Library Internet Users 

"The library has been an incredible intellectual resource and the computer lab 
since the late 80s has been a key part of it." 

Roberto, Fayetteville, AR 

Public libraries began offering public Internet access soon after it began to seep 
into American life in the 1980s and followed its growth through the 1990s. 
Today, nearly every public library system across the country offers free Internet 
access through computer terminals and, increasingly, through wireless networks 
that allow patrons with their own portable computers to access the Internet in 
libraries. 


In the past 12 months, 77 million (32 percent) Americans age 14 or older took 
advantage of Internet access in a public library (Appendix Table 5). Although the 
proportion of the population who accessed the Internet through a public library 
varied according to income, race, age, and other factors, it was clear from case 
study interviews and survey results that library Internet access is a critically 
important resource to people from all walks of life. 


Overall Use of Public Access Internet Services 

Close to 32 percent of the American public ages 14 years or older have accessed the 
Internet using a library computer or wireless network in the past 12 months. 
Public access Internet use is highest among: 

• Impoverished people and the working poor (earning 100-200 percent of the 
poverty guidelines); 

• People of mixed race and Native Hawaiians or Pacific Islanders; 

• 14-18 year olds; 

• Men; and 

• People who speak languages other than English at home. 


As seen in Figure 3, most people who access the Internet in a public library do so 
using a library computer terminal (Appendix Table 6); however, 12 percent of 
the population report connecting to a library wireless network using their own 
laptop computer (Appendix Table 7), and 10 percent report using both modes of 
access. Most wireless users also use library computers at some point, though a 
small number only use their own computers in the library for accessing the 
Internet. 


32 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 






Figure 3: Proportion of the population using the Internet in public libraries by 
mode of access 


30% use a library 
computer terminal 

(20% use terminals 
exclusively) 



12% use a library 
wireless network 

(2% use wireless 
exclusively) 


10% use both 

terminals and wireless 

networks 


Percent of U.S. population who access the Internet at a public library 


Income is a major driver for uses of public library Internet access. People 
earning between 100 and 200 percent of the poverty guidelines, or about 
$22,000 to $44,000 for a family of four, had higher odds of using library 
computers or wireless connections by a factor of 2.68 than people earning more 
than 300 percent of the poverty guidelines. This is consistent with the lower 
availability of alternative means for Internet access also reported by lower 
income earners (Appendix Table 8). 

The odds of women visiting public libraries are higher than those of men by a 
factor of 1.52; however, they are less likely than men to use library computers 
or wireless networks to access the Internet by a factor of 0.86. Though the 
magnitude of difference between male and female library users and library 
Internet users is not great, it does confirm site visit observations. 

Across all users, the most frequently reported use of library Internet 
connections was checking email with 72 percent reporting that they had used 
library computers for this purpose (Appendix Table 9). 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 33 


Over 72 percent of library computer or wireless network users checked email. Public 
access Internet use for email is highest among: 

• Those with incomes below the poverty threshold; 

• People of mixed race, Blacks or African Americans, Native Americans or Alaska 
Natives, and Native Hawaiians or Pacific Islanders; 

• 14-18 year olds; and 

• Those with a grade school education or some education beyond a high school 
degree. 


As in many other activities discussed later in the report, those users with 
incomes below the poverty threshold have higher odds of using the library 
computers or wireless networks for sending email, by a factor of 2.40 above 
those with incomes over 300 percent of the poverty threshold. Other 
differences between email users include: 

• People of mixed race, Blacks or African Americans, Native Americans or 
Alaska Natives, and Native Hawaiians or Pacific Islanders all had higher 
odds (by a factor of 1.70, 1.44, 1.99, and 1.77) than Whites. 

• Youth aged 14-18 had the highest odds of use for email, by a factor of 
5.06 compared to those over 75. 

• Those with a grade school education or some post-high school 
education showed higher odds of using the computers for email than 
those with a high school degree. 

Library technology users interviewed during case study visits each had a unique 
story about why they visit a public library to access the Internet. However, 
analysis of interviews and survey data showed three main types of users with 
fairly stable characteristics and patterns of use: 

• Power users: People who use the library for technology and Internet 
access on a daily or near daily basis. Frequent users are much more 
likely to rely on the library as their sole point of access than less 
frequent users and perform more instrumental tasks. 

• Supplemental users: Regular users make the library a normal part of 
their routine, often stopping in to use library computers or wireless 
Internet connection several times a month. Weekly regular users are 
more likely to lack alternative means of accessing the Internet than 
those who visit the library for this purpose less frequently. 


34 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 




• Occasional users: Two types of occasional users were found. The first 
are users who access library resources during emergencies or 
transitions when their regular computer and Internet access lets them 
down. During periods of use, the library may be a frequent stop for 
Internet access, but after the emergency is resolved use of libraries for 
this purpose drops off sharply. The second type of occasional user 
typically has uninterrupted access to the Internet, but may stop by the 
library when away from home to use a computer for quick tasks like 
looking up driving directions. 

In the following sections, the patterns of use and motivations for each of these 
user types will be illuminated through discussions of users met during the four 
case studies. 

3.1 Power Users 

Joseph, a 43-year-old job seeker in Oakland, exemplifies library computing 
"power users," patrons that use library computers or wireless networks nearly 
every day. For these users, the library frequently serves as their single or 
primary location for Internet access (Figure 4). 

With income between 100 and 200 percent of the poverty guidelines, Joseph 
explained that home Internet access is out of his reach financially. However, he 
also expressed a preference for Internet access at the Oakland Public Library 
because he finds it a welcoming and productive place where he can attend to 
many needs at the same time. He goes on to explain: 

That's what makes the library better than any other place. The amount 
of space you have. And if you do need to get a book, or you need to do 
research, additional research, the library's here and you have the 
librarians who can help you. But if you go to a coffee shop, you're 
limited to your little small area, and your computer, and the amount of 
time you can stay there because they want you to buy their product. If 
you don't want to eat anything, if you're not hungry... well, you can't 
just go there to sit there. You can get away with it for a little while but 
eventually they're going to ask you to leave. 

As with Joseph, users with their own laptops can often find wireless Internet 
access elsewhere which explains why fewer wireless users report that they rely 
on the public library as their only access. However, though wireless Internet 
access was available in commercial locations around all four case study sites, 
many users expressed similar concerns about having to spend money on food or 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 35 


beverages in order to be allowed Internet access, as well as about time limits on 
how long they could reasonably stay to do work. 

Unemployed at the time we spoke with him, Joseph was looking forward to 
starting a new job that he found using the library's wireless network: "Just 
recently I was looking for employment. I came to the library and used my 
computer with the free Internet to go to Craigslist or other websites. So in the 
last month, I've had four interviews because I was able to use the Internet. And 
just yesterday, I got hired!" Public library wireless access also allows Joseph to 
take online computer classes through a college in San Francisco. Using the 
public library for college is more convenient for him than traveling across the 
Bay and allows him to pursue his education in a way he feels is most likely to 
lead him to success. 

As seen in Figure 4, although 16 percent of library wireless network users and 23 
percent of Internet computer users use the library on a daily basis for Internet 
access, of those lacking access elsewhere 26 percent use library wireless 
networks daily and 43 percent use library computers on a daily basis. 


36 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Figure 4: Frequency of public access computer terminal and wireless network 
use by availability of alternative access to the Internet 


wo 

<D 

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4-» 

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4 -* 

c 

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u. 

u. 

-Q 

o 

■D 

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Q) 

2 


All respondents 
a> 

4 —' 

D ____ 

Q. 

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o 

^ Has alternative access 

Q) 

c 

V— -- 

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Access at library only 


All respondents 

k_ 

o ____ 

5 - 

■*-* 
a ) 

Has alternative access 

CO 

0J 

<U 

L_ . ... 1 

Access at library only 


0% 

20% 40% 60% 80% 

Percent of users 

100% 

■ Everyday or most days 

■ At least once a week 


■ About 1-3 times a month 

About once a year 

Several times a year 




Source: 2009 U.S IMPACTStudy telephone andwebsurvey 
Asked of all users of public librarylnternetaccess 


Roberto, a 60-year-old interviewed in Fayetteville, Arkansas, is one such user. 
Roberto is disabled and earns about $6,000 a year; as a result, he cannot afford 
Internet or cable television access at home. He still likes to keep up with news 
and current events though, and does so on library computers almost every day, 
even contributing to independent media stories on occasion. Roberto also uses 
the library Internet computers to find new books by his favorite authors and get 
health information. About three times a week, he brings his 3-year-old niece to 
the library to use the computers in the children's library: 

She plays the games down there and she's doing all types of point and 
click games, which are really word games and number games. All she 
knows is that she loves sitting there playing that. I sit there watching her 
and go "Yeah!" 

Roberto's niece is likely to become a public access computer user when she 
reaches her teen years. Nearly 50 percent of youth aged 14-18 years used a 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 37 










































public library computer to access the Internet in the past year, making them 
more likely to be public access users than any other age group by large margins. 
Nearly all youth who access the Internet through public libraries (98 percent) do 
so using a library computer terminal, and 24 percent did so once a week or 
more frequently. About 31 percent also use their own laptop computers with 
the library wireless Internet connection. 

Like 86 percent of users aged 14-18 years, most of the youth interviewed during 
our field visits also had access to a computer and the Internet at home. Yet for 
them, the library's computers were still of critical importance for completing 
homework for school. Oceana, a 15-year-old user from Oakland, reflected other 
members of her focus group and also echoed what we heard from youth in the 
other field sites: 

When I'm at home my brother is always hovering over me trying to get 
at the computer even when there's another one in the other room. But 
he prefers to use mine. So, he's hovering over me, asking me if I'm done 
yet, but I'm not because I'm doing school work. He's going to keep 
bothering me [until] I eventually have to relinquish the computer to 
him. 

Household competition for computer and Internet access is not just between 
siblings, but also between youth and parents who may need to use the home 
computer for work or to manage household finances. Though most youth 
volunteered that they have access to computers at school, they expressed a 
strong preference for using library computers because they also face more 
competition for resources at school than at the library. 

6.2 Supplemental Users 

Although the early goal for providing computing and Internet resources in public 
libraries was to bridge the digital divide for people who have no other access to 
computers and the Internet, 78 percent of public access technology users also 
have access to a computer and Internet network somewhere else (Appendix 
Table 8). Nonetheless, many of these users who have access elsewhere are 
passionate about their need for library access as a regular supplement to their 
normal access points. 

Often, supplemental users lack access to high-speed Internet at home. 

Although they may have dial-up at home, they make use of library computers 
and faster Internet connections to download large files like computer security 
updates or photos, or to view the many websites that are nearly impossible to 


38 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


load without broadband access. One such patron from Winter Garden, Florida, 
explains: 

I love "Google Earth" and can only access it at the library! It is not 
installed at my work computer and my laptop at home (with a dial-up 
connection) doesn't have enough processing power to run it properly. 
My local library even offers introductory classes on it, so I use it even 
more when I come into the library. I haven't yet been on "Google 
Moon" and "Google Ocean" but am looking forward to it! 

In such cases, broadband access may not be an option because of lack of 
commercial coverage or because of household economizing. This patron also 
touches on two other common reasons for needing supplemental access: 
inadequate equipment or missing software and the need for help or training. 

Another supplemental use happens when away from home. More than 24 
percent of library public access computer users use the library's computing 
services while traveling out of town, whether for business or pleasure (Appendix 
Table 10). Many travel users reported in survey comments that public library 
Internet access saves them time and frustration while they are away from home 
because they know that no matter where they go in the United States, they can 
find a public library with Internet access. 


Summary of Findings 

Over 24 percent of users accessed the Internet while traveling. Likely characteristics of 
travel users include: 

• Higher income (earning more than 300 percent of the poverty guidelines); 

• Latino or Hispanic origin; 

• Mixed races, American Indians or Alaska Natives, and Native Hawaiians or 
Pacific Islanders; 

• 55-74 year olds; 

• Men; and 

• People with grade school or education beyond a high school diploma. 


Users with incomes above 300 percent of the poverty guidelines had the highest 
odds of using the library Internet connections. Other characteristics of traveling 
library Internet users include: 

• Those of Latino or Hispanic origin had higher odds of use while traveling 
by a factor of 1.67 compared to those of non-Latino or non-Hispanic 
origin. People of mixed race, American Indians or Alaska Natives, and 


19 MILLION VISIT A 
PUBLIC LIBRARY TO 
USE THE INTERNET 
WHILE TRAVELING 

"I was recently 
traveling and was 
pleasantly surprised to 
find that a library was 
a public Wi-Fi Hotspot 
which allowed me to 
connect to my office 
and complete an 
unexpected project. 
Now that I know, I will 
probably look first to 
libraries when in need 
of a Hotspot." 

WEB SURVEY COMMENT 
MONTGOMERY VILLAGE, MD 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 39 







Native Hawaiians or Pacific Islanders had higher odds than Whites by a 
factor of 1.48,1.30, and 2.29, respectively. 

• 55-74 year old users had the highest odds of use during travel of all 
ages. 

• Women had lower odds of using library computers or wireless networks 
to access the Internet while traveling than men by a factor of 0.88. 

• Those with a grade school education or some education beyond a high 
school degree showed higher odds than those with a high school 
diploma. Those with post-graduate education had the highest odds of 
use during travel compared to high school graduates. 

A survey respondent from Harris County, Texas, reported typical travel-related 
use: "When we travel, I use the computers in various away-from-home libraries 
for email, looking up route or attractions information, getting hotels, looking up 
weather forecasts, and other travel related info." Other travel-related activities 
reported in survey comments included staying in touch with work, family, or 
friends through email or social networking sites; finding out about local events 
like concerts and fairs; paying bills or taking care of banking; and confirming 
travel reservations and printing out itineraries and boarding passes. Many 
survey respondents also commented that they use library computers while they 
are out running errands locally and need quick access for driving directions and 
other business addresses 

Other supplemental users explained that they use library computers or wireless 
networks for a change in scenery or to just get out of the house. This was 
especially true for people who telecommute or have a home business. As one 
such user explains: "I normally work from home but use the library and its 
Internet connection as an alternative worksite if my house is not a good place to 
work for some reason (e.g., children home sick, Internet connection not 
working, water turned off)." 

Some library users also use public access computers regularly during library 
visits for searching book reviews and read-alike lists from library resources, as 
well as other resources available through the Internet. One survey respondent's 
comment echoes many others: "I search my friends' [book review] lists while I'm 
at the library and compare it to the library's computer catalog to find things to 
read. It's been very helpful to be able to access the Internet at the library for 
this purpose." 


40 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


6.3 Occasional Users 

Temporary gaps in access to computers and the Internet can result in 
inconveniences or even more serious consequences, especially for those who 
have come to rely on the Internet for conducting personal or work-related 
activities. One survey respondent from Conroe, Texas, shared how she and her 
community use the library during an emergency: 

When hurricanes knock our power out, the library near me always 
seems to have lights and air conditioning (Texas weather). So I go and 
line up with the rest of the people to use email to let everyone know 
that we are safe and contact companies or get phone numbers off 
websites for things that need to be done. It gave me peace of mind that 
if I had not been able to get the fuel to run my generator, I probably 
could find a library open. Thanks for being there. 

Gaps in access frequently occur because of equipment failure. Hundreds of 
survey respondents wrote to tell about using a library computer when their 
personal computer was broken. A respondent from Pima, Arizona, shared an 
especially compelling story about the importance of having Internet access at 
the public library as backup for her home computer: 

My computer died suddenly. I don't have the money to fix it at the 
present moment. I use the Internet to keep up with support groups, 
financial dealings, and work-/school-related circumstances. So I am here 
at the library almost every day. I would not be able to prepare for the 
classes I will teach in the fall (Community College Level), further 
research my recently diagnosed mental illness (Major Depressive 
Disorder) and its treatments, or keep up with people from my support 
groups (such as DBSA, Depression, Bi-Polar Support Alliance). So my life 
would be a lot harder without the library's resources of computers and 
Internet access. 

Another web survey respondent from Lincoln, Nebraska, told about the 
emergency that brought her and her family in to the library: 

Our DSL is down at home and my children used their laptops/library 
computers for school work/study. Some of their work is only done using 
the Internet, so a connection is vital to their study (i.e.. Cell Biology, 
Brandenburg Online study, or lnstaCert.com study guides). 

Transitions, as when moving to a new city, can also create gaps in access, as this 
web survey respondent from Madison, Wisconsin, explains: 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 41 


"7 moved within the 
past year, and using 
the public library's 
Internet stations was 
very helpful during the 
time when I didn't 
have home Internet 
access set up yet. I 
paid bills online, 
checked my bank 
account, check email, 
set up my utilities, and 
fill out change of 
address forms." 

WEB SURVEY COMMENT 
ANNOPOLIS, MD 






I was without a connection when I moved here and I teach online 
through a community college system. I was able to continue to teach 
without having to cancel course sessions while it took the phone 
company two weeks to establish my home Internet connection. I am 
grateful for my library's connection! 

For people who regularly use computers and the Internet for managing daily 
life, the consequences of these types of gaps in access can be quite serious. 
They may not be able to access bank accounts, turn in timesheets for work, or 
complete homework assignments. This underappreciated function of the public 
library computing infrastructure is of critical importance for keeping life in the 
United States on track, no matter what the emergency. 


6.4 Getting Technology Help and Training 


52 MILLION GOT HELP 
USING COMPUTERS 
FROM A LIBRARIAN 
OR LIBRARY 
VOLUNTEER 

"If you run into a 
problem, you can go 
to the help desk and 
they would help you, 
they'd walk you 
through step by step 
which is another good 
thing because you got 
hands on here. At 
home, if you run into a 
problem, who are you 
going to turn to?" 

JAMES 

FAYETTEVILLE, AR 


Library staff and volunteers play a critical role in helping patrons learn how to 
use public access technology resources and to resolve problems that arise for 
users, no matter what their technology skill level. Much of this is done through 
one-on-one help offered by the trained staff in the library, though libraries have 
also made large investments toward providing formal technology instruction, 
including designing curriculums, hiring expert instructors, building and outfitting 
computer classrooms, and promoting these services. 

Individual Help 

The study asked users whether they had received help from a library staff 
member or volunteer for using a computer or a wireless network: over 67 
percent reported that they had obtained such assistance in the last year 
(Appendix Table 11). 

The study shows that 67 percent of users received help from a library staff or volunteer 
in using a computer or the wireless network. In addition to the general characteristics 
of users discussed earlier, users asking for help are more likely to be: 

• Earning below 300 percent of the poverty guidelines; 

• Mixed races, Blacks or African Americans, American Indians or Alaska Natives, 
and Native Hawaiians or Pacific Islanders; 

• Older (aged 75 years and older); 

• Women; and 

• Those who speak a language other than English at home. 

Characteristics of recipients of help from librarians and library volunteers 
differed across some dimensions as compared to all public access technology 
users: 


42 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 



• The highest odds of seeking help from librarians were from those users 
with income below the poverty guidelines, by a factor of 1.51 compared 
to those with incomes over 300 percent of the poverty guidelines. 

• People of mixed race, Blacks or African Americans, American Indians or 
Alaska Natives, and Native Hawaiians or Pacific Islanders all had higher 
odds of receiving help from library staff than Whites, by a factor of 1.13, 
1.86, 1.64, and 3.53, respectively. 


• People aged 75 years and older had the highest odds of asking for 
assistance with a computer or the wireless network, with those aged 
65-74 years close behind (odds ratio of 0.97 compared to those older 
than 75), and steadily decreasing odds as age decreased, to a ratio of 
0.43 for those between the ages of 14 and 18 years compared to those 
older than 75). 

• Women also show higher odds of asking for help, by a factor of 1.15 
compared to men. 

• Those speaking languages other than English in the home also had 
higher odds of use by a factor of 1.94 over those who speak English in 
the home. 


As seen in Figure 5, the most frequent type of help received was for using the 
library's computers (51 percent), followed by getting help finding information 
on the library's website (34 percent) and getting help with printing or saving 
files (32 percent). 

Figure 5: Type of help received from library staff or volunteers 


-q Using computer equipment 

a> 

> 

'a> Using library website 

<u 

_o. Printing or saving files 

0J 

>£ Finding a specific website 

a> 

^ Using office programs 

Connectingto library's wireless.. 


■ Percent of help recipients 


Source: 2 009 U.S. IMPACT Study telephone andwebsurvey 

Asked ofpublic library computer and wireless users who received help from librarians or library volunteers 



Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 43 



16 MILLION 

PARTICIPATE IN 
COMPUTER CLASSES 
AT A PUBLIC LIBRARY 

"They ore really 
friendly and helpful, 
like running a 
computer class. We 
know nothing about 
the computer, but they 
had patience so we 
ask crazy questions all 
day and they are 
happy to help us." 

LEATHAMAE 
BALTIMORE, MD 


One-on-one help offers library patrons a service hard to find elsewhere, as Jane 
from Fayetteville, Arkansas, explains: 

I ask the reference librarian if something goes wrong or [the computer] 
freezes up, which is one of the main reasons why I don't have a 
computer and use one at home. I'm just scared of what happens when 
something goes wrong. Here I can just walk away and I don't have to call 
someone in India. 

As this patron points out, the help of librarians often provides immediate relief 
for problems that might have delayed or prevented successful technology use. 

As reported by case study participants and survey respondents, oftentimes the 
help they need is a result of both lack of technology proficiency and a need to 
find information or accomplish a particular task. Librarians are on hand to 
provide both types of assistance, teaching patrons how to use computers and 
also modeling good practices for finding good sources of information or 
answering reference questions for many users as the helping hand that allows 
them to pursue instrumental tasks despite lower levels of technological skills 
and information literacy. 

Formal Training 

Nearly 14 percent of public access technology users reported having attended a 
class at a public library to help them learn about using computers, software 
applications, or resources on the Internet (Appendix Table 12). 


The study shows that 14 percent of users received computer-related training at a 
public library. In contrast to the general characteristics of users discussed earlier, users 
asking for help are more likely to be: 

• Of Latino or Hispanic origin; 

• Of races other than White; 

• Of educational attainment below a high school degree or with a two year 
degree or some college; 

• Older (aged 75 years and older); 

• Those who speak a language other than English at home. 


Holding other characteristics constant, income levels are not a significant factor 
in the likelihood of public access technology users attending computer-related 
training in public libraries. However, the following user characteristics do have 
some effect: 


44 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 






• Those of Latino or Hispanic heritage had higher odds of taking computer 
classes at the library than those of non-Latino or non-Hispanic origin, by 
a factor of 2.31. 

• People of mixed race, Blacks or African Americans, Asians, American 
Indians or Alaska Natives, and Native Hawaiians or Pacific Islanders all 
showed higher odds ratios of engaging in this activity than Whites (by 
factors of 1.45, 2.41, 1.23, 2.00, and 3.39, respectively). 

• Those with education levels below a high school degree (grade school 
by a factor of 1.98 and some high school by a factor of 1.31), and those 
with some college (by a factor of 1.32) or a two year degree (by a factor 
of 1.24) had higher odds than high school graduates of taking a library 
computer class. 

• People aged 75 years and older had the highest odds of taking 
computer classes at the library, with steadily decreasing odds as age 
decreased, to a ratio of 0.15 for those between the ages of 14 and 18 
years compared to those older than 75 years. 

• Those speaking languages other than English in the home also had 
higher odds of receiving formal training at a public library by a factor of 
1.63 over those who speak English in the home. 

The training offered by public libraries often complements other public service 
agencies by providing basic skills training that those agencies are unable to offer 
themselves. For example, a librarian in Baltimore's Enoch Pratt Free Library 
commented on how the Veterans Administration refers its clients to the library 
for assistance with job searches and computer training. 

A branch manager in Baltimore, Maryland, commented on the computer classes 
offered at the library: 

They're used by people of all ages, 18 to 80...who come in and say, "I 
don't know anything about computers, can you help me?" Which is 
great that we have the lab here, because then we can recommend, 
teach classes, anything from just basic skill builders for people who have 
never clicked a mouse, to advanced presentation software and 
everything in between.... They're always full, and they do the 
reservations pretty far in advance for it. 

Those responding to the surveys provided insight into some of the reasons 
people have for taking computer classes at the library, including this comment 
from a parent: "My two oldest children have taken computer classes at the 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 45 


library to gain knowledge about certain computer programs. I feel I am not best 
suited to teach these things and that a librarian would be a better resource 
person." 

Another respondent indicated the value of the training in order to become more 
proficient in the use of computers: "I needed to learn about computer 
programs. I've never had any computer training. This is a great resource to learn 
about computers." 

In Baltimore, Maryland, the Enoch Pratt Free Library director mentioned that 
sometimes the staff in computer labs find notes left under the computers at the 
end of the day saying, "Thank you, without the use of this I wouldn't have 
gotten an A on my paper or I wouldn't have found this job." 

Whether through the individual help that users of library computers and 
Internet connections receive from the library staff or the formal training offered 
by many libraries, users clearly find the trained staff and capable instructors 
offered through the public library system to be a valuable asset and a reason 
why public access technology in libraries is preferable to other venues that 
might not have staff with the same service and teaching skills that many 
librarians gain as part of their Master's level education or other training.. Many 
people taking advantage of technology training and one-on-one help in libraries 
indicate that they find the library and the people working there to be an 
important aid in helping them learn how to use computers and online resources 
to meet their needs. 

6.5 Using Library Computers to Help 
Others 

One of the common characteristics that users of public access computing in 
public libraries share is that they help others. Nearly two-thirds (63 percent) of 
users across the surveys reported that they had used a library computer or 
Internet connection to help friends, family members, coworkers, and even 
strangers (Appendix Table 13). This behavior was also reported extensively by 
users and commented on by library and community agency staff during our case 
study visits, confirming that the benefits of public access computing extend 
beyond the individual users to the social networks and communities of these 
users. 


46 I Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


The study shows that nearly two-thirds, or 63 percent of users (48.6 million people) 
used library computers on behalf of another person to either seek information or carry 
out an instrumental activity. The use of library technology for activities related to 
helping others is highest among: 

• People without access to the Internet except at a public library; 

• Lower income and impoverished people; 

• People of mixed race, Blacks or African Americans, American Indians or Alaska 
Natives, Native Hawaiians or Pacific Islanders; 

• People between the ages of 14 and 24 and 45 and 54; 

• Women; and 

• People who speak languages other than English in their home 


The types of help given to others encompass all the activities users performed. 
There was no shortage of examples of helping others provided by case study 
respondents. One story about helping others came from a user in Fayetteville, 
Arkansas. At 28 years old, Calvin is an active information seeker on other 
people's behalf. He said people sometimes call him up and ask him to seek 
information and do things for them at the library, including buying goods such 
as car parts online. 

Other examples include a teenage participant in a focus group in Marshalltown, 
Iowa, who explained how he uses the library computers to look up the prices of 
rubber gloves and other medical supplies for his mother who is a home health 
nurse. A teenage girl described looking up motorized chairs for her grandmother 
to get for her grandfather. April, a 52-year-old bus driver, explained that she did 
historical research about a friend's house. ZsaZsa, a 48-year-old woman who 
works full-time but is looking for a new job in Oakland, California, described how 
she searches for college and employment opportunities for her family and 
friends. 

Although the U.S. IMPACT Study found that most users engaged in activities 
related to helping other people, certain types of users were more likely to 
engage in this behavior more than others (Appendix Table 13): 

• Lower income users (those making less than 300 percent of the poverty 
threshold) have higher odds of using the library's online services for 
helping others than those making more than 300 percent of the poverty 
threshold (by a factor of 1.58 for those below the poverty threshold, 
decreasing to a factor of 1.28 for those making 200—300 percent of the 
poverty threshold). 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 47 






• The odds of people who are of mixed race, Blacks or African Americans, 
American Indians or Alaska Natives, or Native Hawaiians or Pacific 
Islanders were also higher (by a factor of 1.38, 1.52, 1.49, and 1.75, 
respectively) than Whites for using the library computers for helping 
other people. Asians had lower odds of engaging in this activity, by a 
factor of 0.79 compared to Whites. 

• Respondents who spoke a language other than English in their home 
showed higher odds of using computers for other people by a factor of 
1.30 over those who spoke English at home. 

The study also found that the youngest library users had higher odds of using 
the computers for these purposes (14- to 18-year-olds by a factor of 1.95, and 
19- to 24-year-olds by a factor of 2.21 greater than those older than 75 years). 
Users in the 45-54 age bracket also showed higher odds (by a factor of 2.18) of 
this behavior than those over 75. 

Part of the high involvement of younger users reflects their higher frequency of 
library computer use. It may also reflect a strong impression from the case 
studies that younger users are more engaged with technology generally and are 
also more receptive to learning through the process of helping others. This 
finding also points positively toward the use of library computers for generating 
social capital. Based on the reports of help givers during case study interviews, 
the decline in using library computers for this purpose beginning at age 55 may 
reflect a shift from providing help to becoming recipients of the informational 
and instrumental help provided by other library computer users. 

Unlike many other areas investigated in this study, women show higher odds 
(by a factor of 1.17) of using library computers to help others compared to men. 
The most frequent type of recipient of help provided by library computer users 
was family (67 percent), followed by friends (54 percent), and strangers (31 
percent)—which study respondents described as including fellow users met at 
the library (Figure 6). In terms of differences in the likelihood of helping certain 
kinds of people between people who do not have and who do have alternative 
Internet access, the only significant differences were with family and strangers. 
For helping family members, people with alternative access were more likely to 
help family than those without alternative access (69 percent compared to 61 
percent). For helping strangers, people without alternative access to the 
Internet were more likely to help strangers (35 percent compared to 29 
percent). 


48 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Figure 6: Relationship of helper to help recipient 



■ All providersof help 

■ Relies solely on the library for access to the Internet 
Has access to the Internet at home, school, or work 


Source: 2009 U.S. IMPACTStudy telephone andwebsurvey 

Asked of public library computer and wireless users who used library Internet connections to help others 


Although further research is needed to understand the implications and root 
motivations for the differences observed in helping behavior between people 
who rely on public libraries for all computer and Internet needs and others, a 
possible explanation for why users without alternative access are more inclined 
to help strangers is that they spend more time around strangers in libraries, 
which encourages the development of a different kind of helping culture. 

Another reason why people with less access to technology are more likely to 
help others is because they have greater opportunity to do so. More helping 
individuals use library computers daily (27 percent) or at least once a week (28 
percent), as compared to non-helpers (14 percent and 16 percent, respectively). 
Wireless users who helped others likewise used libraries for access to the 
Internet more frequently than those whose use is only for themselves, though 
the difference in frequency of use between helpers and others was not as great 
as those who use library computer terminals to access the Internet. During field 
visits, wireless network users were observed using their laptops in many 
locations throughout the libraries, whereas those using library computers are 
usually clustered in one or two designated areas; the difference in physical 
proximity to others during use may explain some of the lower incidence of 
wireless users helping other as many computer terminal users interviewed 
described helping strangers in adjacent areas. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 49 



Table 6: Frequency of public access technology use by network type and 
helping status 



Computer Users 

Wireless Network Users 

Frequency of use 

Helped 

others 

Used for 
self only 

Helped 

others 

Used for 
self only 

Every day or most 
days 

27% 

14% 

17% 

14% 

At least once a week 

28% 

16% 

22% 

16% 

About 1-3 times a 

month 

20% 

20% 

22% 

23% 

Several times a year 

17% 

27% 

27% 

28% 

About once a year 

8% 

23% 

13% 

20 % 


Although the phenomenon of people seeking information on behalf of others 
has been reported in other studies, the U.S. IMPACT Study is the first national 
examination yielding findings to indicate its extent in public access technology 
users. This research reveals additional depth to the ways that individuals assist 
others, in ways that make meaningful differences to people's lives. By 
identifying users who have capacity for using library computers on behalf of 
others, and facilitating their behavior through training and access, greater 
impacts may be attained across communities. 

6.6 Importance of Technology Access 
in Public Libraries 

The U.S. IMPACT Study asked respondents to the telephone and web survey 
questions regarding "how important are the library's computers and Internet 
connections to you personally?"; and "how important is to you that others in 
your community have access to the library computers and Internet 
connections?" Responses to both questions were assessed on a five-point Likert 
scale ranging from very important to unimportant. To both questions, the 
majority of respondents answered highly favorably that computer and Internet 
access was important or very important: 74 percent for personal importance 
and 84 percent for community importance (Figure 19). The community 
importance question was also asked of non-user respondents, which indicates 
the broad-based support for library computer and Internet access across the full 
population. 


50 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 













Figure 7: Perceptions of personal and community importance of public library 
computers and Internet access 


Personal importance 


Importance to community 



■ Very important 

□ Important 

□ Moderately important 

□ Of little importance 

□ Unimportant 


Asked of public library computer 
and wireless users 


Asked of all respondents 


Source: 2009 U.S. IMPACT Study telephone and websurvey 

Respondents to the web and telephone surveys repeatedly emphasized their 
gratitude to their local library staff for outstanding service and the ways their 
lives were enhanced, both personally and professionally. People stressed the 
financial, educational, and social benefits (in particular) of having free access to 
computers and the Internet at their local public library. Just a few of the 
indicative thousands of remarks included: 

The public library and all of its services and programs are vital to my 
community. Every staff member that I have had personal dealings with 
is personable, knowledgeable, and fantastically helpful! 

This library gives me a valuable free tool to help me maintain my life 
and stay in touch with the world outside of my state. 

I use the computer to check email, do research, and recently, for looking 
for a new job. It is a quiet and productive atmosphere and allows me to 
get a lot accomplished in a short period of time. I sincerely appreciate 
that the library system allows this usage and am very thankful! 

I love the library—the library web page is my home page. 

I volunteer my time to maintain and design several web sites, so I do 
site management online; I answer emails for a nonprofit agency; the 
library and the Internet are invaluable for research opportunities; I 
adore my local library and its staff! The library is the most fantastic 
place! 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 51 





Participants in the case studies also elaborated on the value of public access 
computing to individuals, families and communities. Chloe, a 50-year-old 
unemployed user who has been living in homeless shelters in Baltimore, 
Maryland remarked, "A lot of people can't afford computers at home, like me, 
and this is so great that they do this and assist you with all the help you need." 
Asked what difference the computers make to his life, 44-year-old recently 
unemployed Ewan replied, "Just about everything, I would've never had access 
to email. I would've never been able to do a job search. The library is essential." 
Zahara, an unemployed young mother of two who was seeking a job and 
parenting information online the day of her interview, explained "It helps me a 
lot. Since the recession I can't really go anywhere else because I have her [the 
child], so it's really good and convenient to be able to go the library." 

In Fayetteville, Arkansas, 60-year-old retiree Carl valued using the computers for 
free and the security provided. He elaborated: "I looked into it quite extensively. 
I wanted to trade online and the security issues are fairly sophisticated to keep 
yourself from hackers. There're professionals here that do nothing but keep 
track of that. I've never had any trouble so I think I made the right decision." 
Youth who were interviewed in the focus groups commented on the value of 
the variety of their uses: in addition to using the computers for homework and 
research, they also considered the social interaction they experienced with their 
friends (in the library and online) and the opportunity to pick up fiction 
materials as strong plusses. Their parents, they sometimes commented, viewed 
the library setting as important for safety factors. 

Staff of the case study libraries and local community agencies and government 
also provided rich insights into the public value of library computer and Internet 
access. These perspectives will be discussed in-depth in the second report of the 
U.S. IMPACT Study, so the following remarks reflect consensus about the broad- 
based nature of public library computer users and how their interaction in the 
library setting creates an ambience that can promote sharing and opportunity. 

In Baltimore, Maryland, Dr. Carla Hayden, Director of the Enoch Pratt Free 
Public Library, explained: 

You can stand next to a person that's homeless and then on the other 
side there could be a teacher. Standing in a row together, you have all 
these different people. The common part is using technology as a tool. I 
think that's what makes it a different experience. It's a commons of 
people coming together. Sometimes you will see people reaching over 
or helping somebody, things like that, casually. 


52 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


The director of the Oakland Public Library, Carmen Martinez, discussed the 
importance of their computer services to users across the system: 

In Oakland there is an enormous division between the haves and the 
have-nots and we know that many of our citizens do not have and may 
never have a computer with Internet access in their homes. In previous 
surveys, we discovered that about one quarter of the respondents have 
indicated that the library provides their only access to computers and 
the Internet. That rate can grow for immigrant residents, the disabled, 
and for those with income under $40,000 annually. You could fill a 
whole library with 300 public access computers and it still wouldn't be 
enough. 

The impact of a local branch was described by a staff person of a nonprofit 
health agency located in a social service mall in Oakland, California; she said, "A 
lot of kids come here and hang out at the library. The whole mall is a social 
services facility, and I've never seen kids hang out the way they do. They come 
straight to the library; they hang out and get on the Internet. When I first 
started, I thought maybe they had a school in here but they didn't, it was a 
library." 

In the following sections, the importance of free access to computers and the 
Internet to individuals, families, and communities is discussed in-depth with 
regard to specific use activities. Although people use their library computer 
resources in different ways and to different effects, the common denominator 
across the vast majority of users is that the service is a linchpin in the social 
fabric of American communities and the backbone in the everyday lives of many 
people. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 53 



Uses of Public Library Internet 
Connections 


Computers and Internet access in public libraries have become an expected 
service to patrons and fulfills many purposes. Interview participants and survey 
respondents were asked about their use of library computers and wireless 
networks to pursue activities in seven use areas, which were defined as follows: 


• Education: Interacting with services related to education, including K- 
12, colleges or universities, continuing education, and pursuit of 
learning for personal enrichment. 

• Employment and entrepreneurship: Seeking work and gaining job- 
related skills or other activities related to maintaining employment, or 
to engaging in business or self-employment activities. 

• Health and wellness: Seeking information or accessing services related 
to individual or family health care. 

• Government and legal services: Accessing online government services 
and retrieving information and assistance for legal and regulatory 
questions. 

• Community engagement: Identifying and addressing issues of public 
concern, including efforts to work with others in a community to solve 
problems or interact with the institutions of representative democracy. 

• Managing finances: Buying and selling goods and/or services using the 
Internet; managing household financial matters. 

• Social connection: Pursuing personal or socially meaningful ends 
including connecting with family and friends, finding support for an 
issue or problem, and enjoying other social activities such as watching 
videos, pursuing hobbies, or maintaining blogs and personal websites. 

Use of library technology across the seven activity areas varied considerably, 
ranging from a maximum of 60% of users engaged in social activities to just 7% 
engaging in entrepreneurial activities (Figure 8). Users who rely solely on the 
library for their access to computers and the Internet show consistently higher 
use in all domains compared with those users who have alternative access 
elsewhere, with the exception of education and entrepreneurship, where use by 
both groups of users is nearly equal. These differences will be discussed further 


54 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


in each of the sections related to characteristics of users and use within the 
different areas. 


Figure 8: Ranking of use areas by availability of alternative access users 


Social connection 


Education 


Employment 


Health 


Government and legal 


Community engagement 


Managing finances 


Entrpreneurship 



73% 


■ All users 

■ Relies solely on the library for access to the Internet 
Has access to the Internet at home, school, or work 

Source: 2009 U.S. IMPACTStudy telephone andwebsurvey 
Asked of allpublic library computer and wireless users 


In the course of this study, interview subjects and survey respondents were 
asked about their use of library computers and Internet connections to pursue 
these and other specific activities in their daily lives in order to better 
understand the effect this public resource has on the well-being of individuals, 
families, and communities. The survey questions provided valuable information 
about the extent of certain types of computer use associated with high-value 
outcomes. The questions also tested the value of these activities as indicators 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 55 



for measuring and evaluating the impact of library computer services and 
resources. The findings from the survey are validated and illuminated by 
interview respondents who provide more nuanced examples of the specific 
uses, as well as a better sense of how users benefit from these uses. 

In addition to asking users about their behavior during case study visits, library 
staff, board members, volunteers, and community service providers provided 
their impressions of what library computer users are doing and the benefits that 
may have accrued to the community at-large as a result of that use. In some 
instances, these ways are very purposeful, for example, as the result of 
organized actions around supporting literacy or homeless people; in other 
examples, they are more nuanced and emerge due to the strong sense of 
community abetted by the library's leadership role. 

The following sections will examine specific activities associated with use in the 
areas described previously, with discussion of the user characteristics most 
prominently associated with each activity. 


7.1 Education 

A central mandate of public libraries has been to support the life-long learning of 
all members of their communities, from infants at story-time, to preschoolers 
learning early-literacy, children at elementary levels, older children through high 
school, and adults through vocational, college, and change in career. 

The use of library computers to help gain knowledge and interact with services 
related to early childhood education, K-12, colleges or universities, graduate 
schools, adult education, and continuing education was the second highest 
reported use for library computer users, both youth and adult, with 42 percent of 
the respondents indicating that they had engaged in educational activities. 

From providing a place to do homework to applying to college or looking for 
financial aid, library online services are a key part of the educational system in 
our country. 


Libraries have become an important part of the educational system in the 
United States, particularly through their computer and Internet services; in 
addition to allowing users access to the educational system online, they provide 
individual work stations, specialized classes, one-on-one training, and 
coordinated efforts with other groups in support of educational activities. In this 
section, we discuss the role of library computer services with regard to 


56 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 



education and life-long learning from the perspectives of the users, library staff, 
and community providers across the full educational spectrum. 

The study asked about activities in the following areas: 

• College enrollment and financial aid, including learning about 
programs, applying to programs, and getting financial support; and 

• Managing schoolwork, such as completing online classes and 
assignments, and using library computers for homework. 

Following an overview of high-use educational activities and user 
characteristics, this section presents detailed findings in these two activity areas 
along with comments and insights from interview participants. 

Most Prevalent Users for Education 

Access to library technology can make a big difference in educational outcomes, 
especially for young people. The principal of an inner city private preparatory 
academy In Oakland, California, attributed his school's outstanding success in 
part to the local library, saying: 

One hundred percent of our graduates are accepted to college...We 
work with largely disadvantaged and at-risk youth, and they don't have 
computers at home, so they come here to the library. They [the 
students] get support here. The librarians help them attain the online 
and print materials they need. 

Over 42 percent of public library computer users engaged in at least one of the 
educational activities asked about in the study in the past year (Appendix Table 
14). Of educational users, 47 percent used library computers to help a relative, 
friend, or someone else with their educational needs (Appendix Table 15). 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 57 


36 MILLION USE 

LIBRARY COMPUTERS 
FOR EDUCATION OR 
LEARNING 

"Before I got my own 
computer, I hod to go 
to the library to look 
up information online 
to help with 
homework and 
research projects. The 
Internet service at my 
library is very helpful. I 
don't know how I 
would have gotten my 
homework done 
without it!" 

WEB SURVEY COMMENT 
SOUTH BEND, IN 


Overall Educational Use 

Over 42 percent of library technology users engaged in activities related to education. 

Over 47 percent of these users indicated that they had undertaken educational activities 
on behalf of others. 

Educational use of library computer services is highest among library computer users 
with the following characteristics: 

• Lower income and impoverished people; 

• People of mixed race, Blacks or African Americans, American Indians or Alaska 
Natives, and Native Hawaiians or Pacific Islanders; 

• 14-24 year olds; 

• Women; and 

• People who speak a language other than English in their homes. 


Users with incomes below the poverty guidelines had higher odds of using the 
library computers for educational purposes by a factor of 1.55 over those whose 
income exceeded 300 percent of the poverty guidelines. In addition to 
differences in the likelihood of use in this area attributable to income levels, the 
following user characteristics also had some influence in educational use: 

• People of mixed race, Blacks or African Americans, American Indians or 
Alaska Natives, and Native Hawaiians or Pacific Islanders had higher 
odds (by a factor of 1.60, 1.84, 1.27, and 3.22, respectively) than Whites 
for this type of use. Asians had lower odds of engaging in educational 
activities than Whites by a factor of 0.82. 

• Youth had the highest odds of being users for educational activities, by a 
factor of 8.17 for 14-18 year olds and 2.51 for 19-24 year olds over 
those with ages greater than 75 years. 

Given the importance of education in the younger years, this points out how 
critical libraries can be for youth who are trying to advance their educational 
goals. 

Unlike many other uses explored in this study, women had higher odds by a 
factor of 1.38 over men of being users for educational purposes, which is 
consistent with reports of higher percentages of women enrolled in college than 
men (U.S. Census 2008). People who spoke a language other than English at 
home, an indication of immigrant households, had higher odds by a factor of 
1.92 over those speaking only English at home of using the library for 
educational activities. 


58 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 






Activities Associated with Educational Use 

As seen in Figure 9, homework and learning about educational programs were 
the most frequently reported educational use of activities in the use area survey 
respondents were questioned about. The difference in use between those who 
have alternative access outside the library and those who rely upon the library 
for their only access is also show in Figure 9, with two areas showing heavier use 
by those with alternative means for accessing the Internet: doing homework 
and taking online classes. 


Figure 9: Educational activities by availability of alternative access 


Do homework 


Learn about programs 


Take online class 


Apply for financial aid 


Applyfor a program 



45% 


■ All education users 

■ Relies solely on the library for accessto the Internet 

■ Has access to the Internet at home, school, or work 


Source: 2009 U.S. IMPACT Study telephone andwebsurvey 

Asked of public library computer and wireless users who used library Internet connections for educational 
purposes 


Interviews with users provided some insights into why people might be using 
the library even if they have other access for these purposes. One reason given 
was the competition for computer time at school labs between students and at 
home between siblings and, oftentimes, parents. The convenience of the 
library's location in relation to schools was also a factor mentioned during focus 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 59 



groups with youth. Osher, a young student from Fayetteville, Arkansas, whose 
home Internet connection is unreliable, explained, 

I live sort of far away; it takes me like a half hour to get home. So lots of 
times I'll come here and use the computers to type things for school 
projects.... Sometimes it's much easier for me to come here if I have 
something in the evening than go all the way back home. 

Another reason for higher use by people with alternative technology access was 
the availability of peripheral services provided by the library. Saba, who is 
another young user (age 22) in Fayetteville, Arkansas, gave an example. A 
power user who relies on access to library computers to search for information 
about her several medical conditions as well as job searching and reconnecting 
her family, Saba is also a college student and the library's lab is where she 
completes all her work: 

I type and print [my assignments] here; I have to write them by hand, 
and then I have to type them. I use the computer lab at school 
sometimes, but not too often because it's always so packed because of 
all the other students in there. I would rather come here because it's 
not as crowded. 

A third reason offered for using the library computers for educational purposes 
was proctored exams. As explained by a librarian in Oakland, California, 

I helped somebody last week; he used the computer to take an online 
proctored exam, which, again, you can't do from home because you 
have to have somebody else proctoring you, even if you're on the 
computer. So I think there's a place for libraries to do that, because you 
have the staff. 

Exam proctoring is a necessary component of many online programs whose 
students are often located far from the college. Public libraries are one of the 
few locations online learners can find both the computers and qualified proctors 
they need to complete exams and other coursework. 

College Enrollment and Financial Aid 

The process of applying for college and other educational opportunities and 
obtaining financial aid has moved online along with many other educational 
activities in recent years. Without access to the Internet, entry to the higher 
educational system can be a tedious and difficult, sometimes impossible, 
process. Libraries provide an important role in providing educational 
opportunities for many people in this area. 


60 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Learning about Programs 

A first step in meeting educational needs for many users is learning about a 
program of study—almost 37 percent of library computer users who engaged in 
educational activities indicated that they used library computer resources to 
look for information on educational programs ranging from GEDs to graduate 
degrees (Appendix Table 16). 

Almost 37 percent of users who engaged In educational activities used their library's 
online services to learn about educational programs. 

Among all users of library computer resources, this activity is highest among 

• People with incomes below the poverty guidelines; 

• Those of mixed race, Blacks or African Americans, American Indians or Alaska 
Natives, and Native Hawaiians or Pacific Islanders; 

• People between the ages of 14 and 34 years; 

• Those with education levels more than a high school diploma; and 

• People who speak a language other than English at home. 

Among all users, those with incomes below the poverty guidelines had higher 
odds of using library computers to look for information on educational 
programs by a factor of 1.76 over those with incomes 300 percent or greater 
than the poverty guidelines. Users with income between 100 and 300 percent of 
the poverty guidelines likewise had greater odds of looking for educational 
programs than those with income above the guidelines, but the odds ratios of 
those between 100 and 300 percent of the poverty guidelines were still lower 
than for those in poverty. Other factors with significant differences in likelihood 
of library use for this purpose are: 

• People of mixed race, Blacks or African Americans, American Indians or 
Alaska Natives, and Native Hawaiians or Pacific Islanders likewise had 
higher odds of use for this purpose (by a factor of 1.97, 2.16, 2.04, and 
3.57, respectively) than Whites for this type of use. The odds of Asians 
using library computers for learning about educational programs was 
lower than Whites by 12 percent. 

• Looking at age, 14-18 year olds, 19-24 year olds, and 25-34 year olds 
showing highest odds of use for learning about degree programs 
compared to users over the age of 75 (by a factor of 3.17, 5.11, and 
3.15, respectively). 

• Those with an education beyond high school showed higher odds of 
using the library for this purpose than those with just a high school 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 61 


diploma, with those having a two-year degree showing the highest odds 
of use for learning about educational programs (by a factor of 1.64). 

• Those who speak a language other than English at home showed higher 
odds by a factor of 2.15 of using the library online resources for this 
purpose over those whose home language was English. 

Finding a degree program that fits the needs of individual learners involves 
many considerations: location, admissions requirements, program content, and 
cost, just to name a few. The complexity of searching for a school was explained 
by a user from the Baltimore, Maryland, library considering enrolling in a 
doctoral program. Josephine, a 40-year-old, college-educated writer who has a 
computer at home but no Internet access, recalled her lengthy search that 
spanned many public access computer sessions: 

There was just different information I needed. I had to go and see what 
schools were available, what course offerings they had. And for other 
schools I was researching on my own, I'd look up financial aid 
information, open house information. And then, of course, there are 
schools that are online schools; there's just a whole list of them. 

Nelson, a 20-year-old unemployed user from the Marshalltown, Iowa, library, 
provides another example of looking for an educational program to fit his 
needs. He explained: "I just got out of high school last year, so I'm looking to go 
to college—somewhere that can do online classes, because I don't want to leave 
town. I love the Internet and doing stuff." 

Searching for college often starts in high school when many young library 
patrons take advantage of the library computer services to look for college 
information. Oceana, a 15-year-old participant in an Oakland, California, focus 
group, competes—usually unsuccessfully—with her brother to use their home 
computer that currently does not have Internet access. An active user of library 
recommended sites for researching her homework and of social networking 
sites, Oceana is very keen on going to college. She described getting started 
with her college search: 

I use [the computer] to look at college information, even though I’m still 
in high school. I'm trying to figure out what I want to major in at college, 
so I look it up and see what interests me. I look for interesting stuff... I 
was thinking Yale but financially I might not be able to afford that. 

That Oceana used the public library to initiate her coliege search reflects the 
vital role played by libraries in helping youth identify colleges to which they are 
interested in applying, especially in the context of declining availability of 


62 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


guidance counselors in high schools. This shift in responsibility for providing 
information about attending college was discussed by a librarian in Oakland, 
California: 

Our kids are already behind the rest of the nation, and our kids are 
already not going to college or don't know how to take the steps to go 
to college because the other thing our schools are losing are the 
guidance counselors. So they come here for that information, and our 
teen librarians are providing resource lists for our teens of that kind of 
information that they're no longer getting at the schools or through 
guidance counselors. 

In all these examples, and many more heard from library technology users and 
librarians, the library's online resources and supporting staff provide an 
important resource for those looking for opportunities to continue their 
learning beyond high school through formal educational programs. Without this 
access, many would be hard pressed to find the information they need to 
pursue their educational goals and better their lives. 

Applying to Programs 

The study found that roughly 14 percent of public access technology 
educational users applied to a college degree or vocational certificate program 
(Appendix Table 17). Of adult applicants, 64 percent were accepted into a 
program (Appendix Table 18). 


Nearly 14 percent of educational users applied to college or certificate programs. 

Among all users, this activity is highest among those with the following characteristics: 

• People with incomes below the poverty guidelines; 

• Those of Latino or Hispanic origin; 

• Those of mixed race, Blacks or African Americans, American Indians or Alaska 
Natives, and Native Hawaiians or Pacific Islanders; 

• People between the ages of 19 and 34 years; and 

• People who speak a language other than English at home. 

-> Outcome: 

• Over 64 percent of adult applicants (ages 19 years and older) were admitted 
to a college or certificate program after applying using library computers. 


Users with household incomes below the poverty guidelines had the highest 
odds of using library computers to apply to college or certificate programs by a 
factor of 2.05 greater than those with incomes 300 percent or greater than the 
poverty guidelines. Income levels between 100 and 300 percent of the poverty 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 63 




guidelines also had greater odds of looking for educational programs compared 
with users earning above 300 percent of the guidelines, though the difference 
was less than for those in poverty. Similar to other activities, certain types of 
users were more likely to use library computers for this purpose: 

• People of Latino or Hispanic origin had higher odds by a factor of 1.76 
than those of non-Latino or non-Hispanic origin. Users of mixed race, 
Blacks or African Americans, American Indians or Alaska Natives, and 
Native Hawaiians or Pacific Islanders had higher odds (by a factor of 
1.91, 3.56, 2.81, and 2.76, respectively) than Whites for this type of use. 
The odds of Asians applying for programs using library computers were 
nearly the same as those for Whites. 

• By age group, 19-24 year old and 25-34 year old users show higher 
odds of applying to programs than other age categories when compared 
to those over the age of 75 (by a factor of 6.37 and 5.31, respectively). 

• Those who speak a language other than English at home showed higher 
odds by a factor of 2.09 of using the library online resources for this 
purpose than those whose home language was English. 

A staff person with the Head Start agency in Oakland, California, explains how 
the Oakland Public Library provides assistance to their clients in applying for 
college through its computer and Internet services: 

A part of what we do is family partnership, and the parents do let us 
know what their goals are, and part of the job of the family advocate is 
to help them move toward their goals... We send them down there 
[Oakland Public Library] to go online, and teach them to go online and 
send their applications through and get the information they need. 

As seen in Figure 10, vocational programs were the most frequent type of 
program applied to by adult learners. Chloe, a 50-year-old high school graduate 
from Baltimore, was one such user. Currently homeless, Chloe had been 
frustrated in her ability to find work because she lacked an email address—she 
explained, "See, the jobs I used to get, you didn't need an email account for." 
During her first visit to the library computer center, a librarian helped her set up 
an email account which she immediately began to use to send out job 
applications. Chloe eventually decided to pursue formal vocational education 
and used the library's computers to find a nursing program: "I looked it up last 
November for nursing on the Internet here, they told me everything, gave me 
the phone number; I called down there and started the school in November." 


64 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Figure 10: Types of educational programs applied to by adults 


GED 

Professional license 

or certificate 

E 

ro 

bb Two-year degree 

o 

k- 

Q. 

O Four-year degree 

<u 

CL 

£ 

Graduate degree 

Percent of adult program applicants 
Source: 2009 U.S. IMPACT Study telephone andwebsurvey 

Asked ofadult public library computer and wireless users who used librarylnternetconnectionsto apply 
for educational programs 

Because many programs now require or encourage online applications, this is a 
critical activity related to education, particularly for those with limited or no 
access to online services elsewhere. 

Getting Financial Aid 

The complexity of finding a program increases when facing the need for 
financial aid, scholarships, child care, and other economic needs. The study 
found that, of educational users, 16 percent also used library computers to 
apply for financial aid (Appendix Table 19), with 51 percent of adult (ages 19 
years and older) financial aid applicants actually receiving it (Appendix Table 
20 ). 



Over 16 percent of education users applied for financial aid using their library's online 
resources. 

Of users overall, those most likely to engage in this activity were: 

• People with incomes below the poverty guidelines; 

• Those of Latino or Hispanic origin; 

• Those of mixed race, Blacks or African Americans, American Indians or Alaska 
Natives, and Native Hawaiians or Pacific Islanders; 

• People between the ages of 19 and 24 years; and 

• People who speak a language other than English at home. 

-> Outcome: 

• Over 51 percent ofadult users (age 19 and older) who sought financial aid 
through the library computers, actually received funding. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 65 






5 MILLION USE A 

LIBRARY COMPUTER 
TO APPLY FOR 
FINANCIAL AID 

♦ 

2.5 MILLION RECEIVE 
AID TO HELP PAY FOR 
COLLEGE 


Users with household incomes below the poverty guidelines had much higher 
odds of using library computers to apply for financial aid, by a factor of 4.09 
greater than those with incomes 300 percent or higher than the poverty 
guidelines. Users with income of 100 to 200 percent and 200 to 300 percent of 
the guidelines also had higher odds of using library computers for this purpose 
than users earning above 300 percent (by a factor of 2.62 and 1.47, 
respectively). Other user characteristics consistent with higher use of library 
computers for financial aid needs include: 

• People of Latino or Hispanic origin had higher odds by a factor of 1.76 
than those of non-Latino or non-Hispanic origin. Those of mixed race, 
Blacks or African Americans, American Indians or Alaska Natives, and 
Native Hawaiians or Pacific Islanders had higher odds (by a factor of 
2.00, 2.69, 1.93, and 1.88, respectively) than Whites for this type of use. 
The odds of Asian users applying for financial aid using library 
computers were essentially equal to that of Whites. 

• The odds of 19-24 year olds applying for financial aid were much higher 
than all other age groups. This reflects the likelihood of younger people 
applying for colleges and other post high school educational 
opportunities. 

• People who speak a language other than English at home showed higher 
odds by a factor of 2.11 of using the library online resources for this 
purpose than those whose home language was English. 

Applying for financial aid can be a daunting experience for prospective students 
and, oftentimes, for parents as well. In Marshalltown, Iowa, a librarian 
described the use of library computers to apply for grants and student loans: 

It's the financial aid form. F-A-F-S-A. A federal student aid package. You 
have to fill it out online. Back in my day you did it with paper and pencil, 
but now they have to be filled out online. We've had parents come who 
don't know how to use the computer but they say “Help me, help me, I 
have to do this!" Many times the high school graduating senior and the 
parent are sitting there working on that together. 

In addition to federal aid, many private scholarships and loan programs also 
require or encourage online applications, making access to the Internet a 
necessary requirement for those seeking financial help with their educations. 
Again, libraries provide a lifeline for those with limited or no access elsewhere, 
but also provide professional assistance to parents who might be less 
comfortable with computers and the Internet than their children. 


66 I Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 



Managing Schoolwork 

Once people are admitted into programs, use of library computer resources to 
support educational goals continues, both through the direct use of the library's 
computers and wireless Internet connections to take classes and complete 
assignments, as well as using other library resources to help with the 
completion of homework and track progress in school. Many parents use the 
library as a way to help their children with these tasks as well as taking 
advantage of the computers for their own educational needs. 

Online Classes and Assignments 

Library computers were used for completion of online classes or assignments by 
over 24 percent of users who use library computers for educational purposes 
(Appendix Table 21). 


Over 24 percent of educational users did an online assignment or took an online class 

using the library's computer resources. 

Library technology users most likely to engage in this activity were: 

• People with incomes below the poverty guidelines; 

• Those of Latino or Hispanic origin; 

• Those of mixed race, Blacks or African Americans, Asians, American Indians or 
Alaska Natives, and Native Hawaiians or Pacific Islanders; and 

• People between the ages of 14 and 24 years; and 

• Users with educations at the level of grade school or some high school. 


Of all users, those with household incomes below the poverty guidelines had 
higher odds of using the library for this purpose, by a factor of 1.76 greater than 
those with incomes 300 percent or higher than the poverty guidelines. Users 
with income between 100 and 300 percent of the poverty guidelines also had 
greater odds of using library computers for doing online classes or completing 
online assignments than those with income above 300 percent of the guidelines, 
but the odds ratios were lower than for impoverished users. Other user 
characteristics that are consistent with higher use in this area are: 

• Latinos or Hispanics had higher odds by a factor of 1.79 of engaging in 
online learning activities than those of non-Latino or non-Hispanic 
origin. People of mixed race, Blacks or African Americans, Asians, 
American Indians or Alaska Natives, and Native Hawaiians or Pacific 
Islanders also had higher odds (by a factor of 2.25,1.46,1.86, 1.91, and 
2.79, respectively) than Whites. 


12 MILLION 

COMPLETE 
COURSEWORK 
FOR A CLASS 

"I come to the library 
to do work that 
requires 

concentration, work 
that I cannot do at 
home with three 
children running 
around. I go to the 
library to do work for 
my classes and also for 
work that I was unable 
to complete at the 
office. I completed 
much of my 
dissertation at the 
public library!" 

WEB SURVEY COMMENT 
WESTMINSTER, MD 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 67 





• The odds of 14-18 year olds and 19-24 year olds using library 
computers for online assignments or classes are greater than all other 
age groups. 

• Users reporting educational attainment at the grade school level or who 
had some high school had higher odds of using the library for this 
purpose than those with a high school diploma by a factor of 2.05 and 
2.12, respectively. Some of these users are currently enrolled in junior 
high or high school. 

Many adult users appreciate the benefits of library technology for allowing 
them to participate in online educational programs. Joseph, the 43-year-old 
power user from Oakland, California, introduced in Section 6.1, saves time 
commuting to school by using library computers: "I take an online computer 
course from San Francisco. I don't have to go over to San Francisco, I can do it 
right here in Oakland." Abe, a 53-year-old supplemental user also from Oakland 
explained: "I go to a school where half of the courses are online, so then I'm 
doing either the online courses themselves or documents to support that." 

Though Abe has Internet access at home, he usually uses a public library 
wireless Internet connection once or twice a week on his own laptop to do his 
homework because he finds the library less distracting than working from home 
and also because he can find books and magazines to support his classes. Fie 
goes on to explain: 

It definitely helps me with the studying. It helps me with the 
communication with some other people, because I'm less distracted 
that I would be at another location. So it's not so much that I'm doing 
something like solving cancer or something like that by being here, but 
I've been more productive in certain things that I've done than if I had 
did it from another location... if I'm reading a course and they say, see if 
you can find a copy of a Warren Buffet book or something like that and I 
can be at the library and find a copy of a Warren Buffet book that 
wouldn't have been available on the Internet and obviously wouldn't be 
available if I was sitting at home. 

A staff member from an Oakland business near the library described the use of 
the library computing resources for her own online learning: 

With me going to school on the Internet, it's important to have [the 
computers] here near where I work. I'm doing online education for 
medical office assistant. The other staff use the computers here too. 


68 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Online degree programs, classes, and workshops have become a major delivery 
mode for education at all levels. Like the learners discussed in this section, 
library computers are an important resource to enable people without access to 
computers and the Internet to take advantage of the increasing numbers of 
educational opportunities offered online. Many libraries also provide exam 
proctors and other online resources that are important for all online learners, 
regardless of the availability of computers and the Internet elsewhere. 

Using Library Computers for Homework 

The study found that, of educational users, 37 percent of the users use library 
computers to do homework for classes (Appendix Table 22). 


The study found that 37 percent of educational users did homework for a class using 
library computers and Internet connections. 

Overall, those users most likely to engage in this activity were: 

• Those with incomes below the poverty guidelines; 

• Those of mixed race, Blacks or African Americans, American Indians or Alaska 
Natives, and Native Hawaiians or Pacific Islanders; 

• Youth aged 14-18 years; 

• Women; 

• Those with a grade school education, some college, or a two year degree; and 

• Those who speak a language other than English at home. 


As in other activities related to education, users with household incomes below 
the poverty guidelines had higher odds of using library computers to do 
homework, by a factor of 1.78 greater than those with incomes 300 percent or 
higher than the poverty guidelines. Users with income between 100 and 300 
percent of the guidelines also had higher odds of using library computers for 
this purpose than those earning higher incomes, though the odds ratios are 
lower than for users with poverty level income. Other differences in 
characteristics of users for this activity include: 

• Those of mixed race, Blacks or African Americans, American Indians or 
Alaska Natives, and Native Hawaiians or Pacific Islanders had higher 
odds (by a factor of 1.77, 1.73, 1.57, and 2.11, respectively) than Whites 
for this type of use. 

• Compared with users over the age of 75, all users except those 65-74 
years old had higher odds of using library computers for doing 
homework. The odds of using library computers for homework are 
highest for 14-18 year olds, followed by those for 19-24 year olds; the 
odds for this type of use continue to decline with increasing age. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 69 




• Doing homework is also the primary educational activity that shows 
women having a higher odds ratio of use than men (by a factor of 1.25); 
this is likely a reflection of the higher percent of women enrolled in 
college compared to men. 

• Compared to users with a high school diploma or GED, users with grade 
school, some college or a two-year degree had the highest odds of using 
library computers for homework by a factor of 2.16, 2.19, and 2.21, 
respectively. 

• Those who speak a language other than English at home showed higher 
odds by a factor of 1.66 of using the library online resources for this 
purpose than those whose home language is English, potentially 
reflecting greater use of library computers for homework in immigrant 
households. 

Many parents interviewed during library site visits discussed the importance of 
being able to help their children with their homework. For example, Hilda, a 37- 
year-old woman with fourth grade education and limited English from Oakland, 
California, elaborated how library computers helped her get more involved in 
her children's education: 

There are a lot of things I can do now... Like going on the computer and 
helping my children. Sometimes my son has homework to do on the 
computer, and I enter with him, and I'm with him there, and I have 
benefited a lot from that really. 

One of the staff at an education training center in Marshalltown who works 
primarily with the immigrant population agreed with this observation: 

A lot of our students know [about the library's computers] because they 
have kids and they come here and they use the computers. Actually I 
was talking to someone today and they said, 'Yeah, my daughter does a 
lot of research at the library for various programs and projects at school 
and stuff like that. 

Library computers are also used by students and parents to communicate with 
teachers and schools. A Marshalltown, Iowa, librarian described how students 
use the library's Internet access to check their accounts on the school site: 

Student records are online and students all have their own accounts and 
parents have access. We have many students who come and check 
those. They check their grades, assignments that are due, and 
assignments that haven't been turned in. 


70 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Completing homework, managing assignments, and providing the tools 
necessary for successful activities in this area are all critical for success in 
education. For all these reasons, users find the library an important resource for 
their education, from grade school through college and beyond. 

Conclusion 

Across all types of educational activities, users derive enormous value from 
public library computers and Internet connections. The prevalence of young 
people engaging in these activities, both formal and informal, points out the 
importance of providing this publicly accessible and well-supported avenue for 
educational growth in our society. For youth, libraries are clearly used as a way 
to improve themselves and find the resources they need to pursue their 
education, whether it's doing homework for school or seeking opportunities for 
further learning. 

More so than with other types of use, users with access to computers and the 
Internet at home, school, or work are still heavy users of library computers for 
educational purposes. This is particularly the case with doing homework where 
household competition for computer access may interfere with timely 
accomplishment of assignments. Users also expressed the efficiency of using 
library computers for education when additional materials or help from 
librarians is needed. 

As in many other areas, the higher odds of lower income people and those who 
speak a language other than English at home point out the important role that 
libraries play in the community for those lacking adequate support systems. By 
providing the means needed to obtain the learning and skills for improving 
themselves, libraries are opening up opportunities these people might not 
otherwise have had. 

\2 Employment and Entrepreneurship 

Activities related to employment were the third highest reported use for library 
computer users, with 40 percent of the respondents indicating use in this area. In 
addition, 7 percent of the users used the library for activities related to starting 
or managing a business of their own. 

Results from the study show that libraries are serving as an important 
supplement to local and federal agencies focused on employment activities, by 
providing access to needed services in a setting that can offer support and 
access to all members of the community. In the current economy, these services 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 71 


9 MILLION LEARN 
NEW SKILLS USING 
LIBRARY COMPUTERS 

"I've used the services 
to leorn how to do 
household tasks 
related to plumbing, 
decorating, various 
maintenance tasks, 
gardening, etc." 

WEB SURVEY COMMENT 
BALTIMORE, MD 

12 MILLION 

PURSUE HOBBIES 



are rooking a difference in the lives of individuals and their families across the 
nation. 

In addition to finding actual jobs, people reported using the library's online 
resources for preparatory steps such as creating resumes, researching job 
information, submitting applications online, and receiving training for job- 
related skills. Those who are employed use the library to conduct work, and 
entrepreneurs and small business owners use the library's computer resources 
for writing business plans, finding investors, marketing, and business 
administration. 


Today, 1 in 10 Americans are unemployed, marking the highest unemployment 
level since the early 1980s (Burtless 2010). Without work, people do not have 
the financial means to pay for their families' basic needs—food, housing, health, 
education—nor meet their higher level needs for social interaction and 
maintaining self-esteem. When unemployment rates are high, communities and 
the entire country falter in their ability to provide essential services through a 
healthy revenue base and to support future investment. 

This section presents the findings about the ways people use library computers 
and Internet access for employment and entrepreneurship activities, beginning 
with an overview of the most frequent types of activities and the characteristics 
of users most likely to use library technology for these purposes. The remainder 
of the section provides insights into how libraries support specific employment 
and entrepreneurship activities in the following areas: 

• Preparing a resume, from learning how to create a resume to keeping it 
updated and written for specific jobs; 

• Searching for job opportunities, using both internal library-developed 
and external online resources; 

• Doing work to support job-related activities, including using software 
and other tools and library resources to carry out tasks as a requirement 
of one's job or profession; 

• Getting job-related training, including learning software and 
applications, tools, and skills; and 

• Starting or running a business, including how to write a business plan, 
find customers, and carry out activities in support of the enterprise. 

Findings from the U.S. IMPACT Study surveys in each of these areas, together 
with those from case study interviews with patrons, librarians, and peer agency 


72 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 



staff are discussed to provide greater understanding of how library computers 
and Internet access help individuals, families, and communities with 
employment and entrepreneurship needs. 

Most Prevalent Users for Employment and 
Entrepreneurship Needs 

Overall, 40 percent of survey respondents used their library's public access 
computer and Internet services for employment activities such as looking for 
work, writing a resume, or getting job training (Appendix Table 23). Roughly 37 
percent of these users undertook employment-related activities on behalf of 
someone else (Appendix Table 24). Some of the important aspects of using the 
library for job searching were described by Joseph, discussed previously in 
Section 6.1. He uses the library for a few hours a day because he doesn't have 
access to the Internet at home. He reported, "In the last month, I've had four 
interviews because I was able to use the Internet. And just yesterday, I got 
hired." He goes on: 

Just having a library here is amazing as far as having access to whatever 
you need, all the resources you need. If you're out there filling out 
applications and walking around, you get so tired and you give up. 
You're like, I don't want to go out today. But in the library, you can do 
what would take you a week to do in one day. Or maybe just a couple of 
hours, what would take many more hours. 

Echoing users and service providers interviewed in other interviews, Joseph also 
discussed how a benefit of using library computers for job searching is that at 
the library one's unemployment status is private, whereas if one is at an 
employment agency, it is obvious that he or she is unemployed; that carries a 
stigma. Moreover, libraries offer regular business hours which can help job 
seekers maintain regular hours and business practices in order to feel like they 
are still part of the workforce. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 73 


Overall Employment Use 

In the study, 40 percent of respondents used library computers and Internet access for 

employment or career purposes. 

Use on behalf of others is also high: 37 percent of the employment users reported that 
they use library computers and Internet connections to find employment information 
and carry-out employment-related tasks for a relative, friend, colleague, or someone 
else. 

The use of library technology for employment needs is highest among: 

• Lower income and impoverished people; 

• Those of mixed race, Blacks or African Americans, and American Indians or 
Alaska Natives; 

• Those between the ages of 19 and 64; 

• Men; and 

• People who speak languages other than English at home. 


Characteristics of users associated with greater odds of using public access 
technology for employment purposes include: 

• Lower income users (people earning less than 300 percent of the federal 
poverty guidelines) have higher odds of using library computer and 
Internet access than those earning more than 300 percent of the 
threshold, with the highest odds ratio occurring in those with household 
incomes below the poverty guidelines (by a factor of 2.04). 

• The odds of people who are of mixed race, Blacks or African Americans, 
American Indians or Alaska Natives, and Native Hawaiians or Pacific 
Islanders are higher (by a factor of 1.30, 2.46, 2.20, and 1.13, 
respectively) than Whites of using the library computers for these 
activities. The odds of Asians using library Internet connections for 
employment purposes was lower than for White by a factor of 0.84. 

• Unlike other areas studied, the odds of library computer use was evenly 
reflected across all working-age age groups with highest odds of use 
between the ages of 19 and 64 for employment activities (compared to 
those over 75 years of age)—a finding to be expected given that 
teenagers and retirees are less likely to be job seeking or employed. 

• Women show lower odds (by a factor of 0.84) of engaging in 
employment activities than men in this area. 


74 I Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 






• The odds of respondents who indicated that a language other than 
English was spoken in their homes was greater by a factor of 1.45 for 
using library technology for employment purposes than people who 
spoke only English at home. 

Activities Associated with Employment Use 

The top two activities reported by employment users are searching for jobs or 
career opportunities (Figure 11). As with many other activity areas studied, 
those users who rely solely on the library for their Internet access show higher 
use across all employment activities than users who have alternative access at 
home, school, or work. This is particularly evident in the activities related to 
searching for a job and preparing resumes: 83 percent of those who only have 
access at the library use library computers, compared to 72 percent of users 
who have alternative access; for resumes, 52 percent of sole access users 
engage in this activity, compared with 44 percent of employment users with 
alternative access to the Internet. 


Opportunity 


for All: How the American Public Benefits from Internet Access at U.S. Libraries | 75 


Figure 11: Employment activities by availability of alternative access 


Search for job 
opportunity 


Research job-related 
information 


Workon a resume 


Receive job-related 
training 



■ All employment users 

■ Reliessolely on the library for access to the Internet 
Has access to the Internet at home, school, or work 

Source: 2009 U.S. IMPACTStudy telephone andwebsurvey 

Asked of public library computer and wireless users who used library Internet connections for 
employment purposes 


The following sections we discuss in further detail findings regarding these 
employment activities, including associated outcomes associated. Discussion of 
case study findings will also help illuminate the importance of public access 
technology for employment related use. 

Job Seeking 

Many people in the current economy are using public library computers and 
Internet connections to seek employment or engage in other uses related to 
seeking employment, including learning about starting a business. Helping 
patrons understand and connect the micro-steps involved in job searching, 
giving them confidence, and being present—being open and available for 
service every day—makes a tremendous difference not only in helping the users 
to attain their end goals but in providing them with transferable skills for later 
use. Before an individual can apply for a job, he or she often needs several other 
skill sets, most notably how to create and structure a resume, how to create an 
email account and then send correspondence, and how to construct and 
manage a job search. 


76 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 



These micro-steps were discussed at length by library staff and community 
providers and are also shown in examples from library computer users giving 
assistance to other people, including complete strangers. A reference librarian 
at the Enoch Pratt Free Library in Baltimore, Maryland, describes this process: 

A man came in today; he's going to come in tomorrow. He didn't know 
how to put in the web address. I asked, "Do you have a resume?" He 
has a resume, but it's not on a disc, it's not on a flash or anything. He 
doesn't have an email account either. I think that without the 
computers, without the library, people would really be lost. They would 
not be able to get jobs, because that's what is required of them: to 
know how to fill out an application online, to be able to attach that 
resume. I think we offer a lot. 

At the Enoch Pratt Free Library job center, a reference librarian discussed the 
needs of job seekers: 

I get a lot of questions about where's a good place to look for a job. We 
have some search engines and local resources that we say, "Hey, this is 
really good." We also have resumes, cover letters, filing for 
unemployment, and signing up for an email account because a lot of 
them start applying for a job but don't have an email address. 

The role of libraries as reinforcement to other agencies in supporting job 
searches in the community was remarked on by an Enoch Pratt librarian, who 
commented on how the Veterans Administration refers its clients to the library 
for assistance with job searches and computer training. This trend of alleviating 
workload of community agencies or supplementing their efforts, and serving as 
a de facto service organization, was found across all the case studies. 

The difference in ease of use between computer access in libraries and that 
provided in other venues, specifically with regard to employment, was 
attributed by library staff across the case studies to the search expertise offered 
to patrons and to the social, information rich environment of the library 
computer setting itself. As a Baltimore youth librarian reflected: 

Baltimore has a lower rate of folks who have computers in their home. 
Eighty percent of minimum wage jobs have to be applied for online. You 
walk into a library, there are state of the art computers, and somebody 
to answer your questions, somebody who you feel is not going to be in 
judgment of you because you don't know certain things. If you're 
applying for a job, you don't want to look like you don't know what 
you're doing, even if that's not what your job is going to be. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 77 


14 MILLION 

USE THE LIBRARY'S 
COMPUTERS TO 
WORK ON A RESUME 


This value of libraries connecting potential employers with users through 
computers was also emphasized in an interview with a representative from the 
mayor's office in Fayetteville, Arkansas, who explained: "Library computers are 
very important in lives of citizens. It's a huge tool. Our major employers require 
100 percent of their job applications be done online. We also tell people to 
access city job openings there." 

Working on a Resume 

Among users of public library computers for employment purposes, 46 percent 
took advantage of the library computing resources to work on a resume 
(Appendix Table 25). 


The study shows that 46 percent of users who used library computers for employment 
purposes worked on resumes using the library's computers. 

Of all library computer users, those most likely to use the library for this purpose are: 

• People with household incomes below 200 percent of the poverty guidelines; 

• People of Latino or Hispanic origin; 

• Those of mixed race, Blacks or African Americans, and American Indians or 
Alaska Natives; 

• People between the ages of 25 and 34; 

• Men; 

• People with some education higher than a high school diploma; and 

• Those who speak a language other than English at home. 


Users with incomes less than 100 percent of the poverty guidelines have the 
highest odds ratio of using library computers for this purpose (by a factor of 
2.08), followed closely by those with incomes between 100 and 200 percent of 
the poverty guidelines (by a factor of 1.84) compared to those with incomes 300 
percent or greater than the poverty guidelines. This suggests that people with 
lower incomes rely more heavily on library computing for creating resumes. 
Other factors that tend to increase the likelihood of library use for this purpose 
include: 


• Users of Latino or Hispanic heritage had higher odds of using the library 
for creating resumes (by a factor of 1.80) over those of non-Latino or 
Hispanic heritage. People of mixed race, Blacks or African Americans, 
American Indians or Alaska Natives, or Native Hawaiians or Pacific 
Islanders also have higher odds (by a factor of 1.40, 2.54, 1.37 and 1.25, 
respectively) than Whites of using the library computers for preparing a 
resume. Asians had a lower odds ratio than Whites of engaging in this 
activity, by a factor of 0.80. 


78 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 





• The highest odds ratios of engaging in this activity were shown by those 
of age 25-34 (14.84), 35-44 (13.44), and 45-54 (14.54) compared to 
those over age 75, as would be expected because these are the prime 
working years. 

• The odds of women creating resumes were lower than men by a factor 
of 0.68. 

• Regarding education, users with post high school education showed 
higher odds of using library computers for resume preparation than 
those with a high school degree. 

• The odds of those who speak a language other than English at home 
were higher by a factor of 1.66 than those who speak only English in 
their homes. 

Many examples of how libraries help people with their resumes were described 
by the case study interviewees. Neal, a 24-year-old man in Fayetteville who had 
trained to be a plumber, valued the assistance from resume building sites, 
saying "The library has several suggestions on different sites and programs to 
use offline." In Oakland, 24-year-old Julian, who has a computer at home and 
Internet access on his phone but uses the library computers daily because of the 
value of the library lab setting, had been editing his resume on successive visits, 
trying to improve it based on feedback he had gotten from different reviewers. 

Uma, a 46-year-old Fayetteville woman who relies solely on the library for her 
daily computer access, which begins with checking her email, elaborated on 
how "I've looked up information on how to improve the resume I have, how to 
write a very good cover letter, and how to just make yourself more presentable 
to a prospective employer." 

Savannah, a 37-year-old with a fourth grade education who speaks little English, 
was learning about computers and actually attending classes with her 5-month- 
old daughter in tow. She explained how her computer teacher helped her write 
a resume and send it to employers. 

Examples of case study participants who were working on their resumes and 
sending them out online included Silas, a low-income, 61-year-old, wireless 
network user in Baltimore who shares an apartment with roommates. He said I 
dig out pertinent information and start a file so I can go back and check it and 
put it together to make a spreadsheet." The value of being able to track where 
you sent your resume and improve on it iteratively was expressed by several 
interviewees, including Rowan in Baltimore, a 28-year-old unemployed, wireless 
network user. She said, "When you turn in paper resumes and applications, 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 79 


24 MILLION SEARCH 
FOR AJOB OPENING 
USING LIBRARY 
INTERNET ACCESS 

16 MILLION SUBMIT 
APPLICATIONS ONLINE 

8 MILLION GET 

INTERVIEWED 

4 MILLION GET HIRED 


unless you write stuff down, you kind of forget who you sent your stuff to. But 
with the email, it's in the history, you've got a list of everyone that you've sent 
everything to." When she became unemployed, Rowan gave up her home 
Internet connection and relies on the library for job searching, keeping in 
contact with her alumni associations, practicing her keyboarding skills, and 
seeking information for health and other everyday needs. 

The manager of Oakland Public Library's Eastmont branch explained how they 
are setting up job centers in response to local need. She also described a user 
who had done her resume and her paperwork, adding, "While the lady was on 
email, she got a response right then and there for an interview for a job that day 
at 3 o'clock." 

In the case studies, youth were also spotlighted as a demographic group who 
are in strong need of help with learning how to write a resume and conduct a 
job search. An Oakland reference librarian explained, "They're often looking 
either for jobs or job programs like Youth Employment Partnership or JobCorps 
and they don't have the slightest idea how to even start a resume or get those 
kinds of skills together." 

Looking for Work 

The study found that 76 percent of the users who used their library's online 
resources for employment purposes had searched for a job opportunity in the 
past year using those services (Appendix Table 26). Of those, nearly 68 percent 
went on to actually apply for a job or submit a resume (Appendix Table 27), and 
33 percent actually got interviews (Appendix Table 28). About 16 percent of 
those who search for a job were hired for the jobs they applied for (Appendix 
Table 29). This represents a significant contribution to the workforce, enabled 
through the public library's online services and knowledgeable and supportive 
staff. 


80 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 



The study shows that 76 percent of users who used library online services for 
employment purposes (24 million) search for job opportunities. 

Of all library computer users, those most likely to use the library for this purpose are: 

• People with household incomes less than twice the poverty guidelines; 

• Latinos or Hispanics; 

• People of mixed race, Blacks or African Americans, American Indians or Alaska 
Natives; 

• People between the ages of 19 and 64; 

• Men; and 

• People who speak a language other than English at home 

-> Outcomes: Of users who searched for job opportunities: 

• 68 percent submitted a job application online 

• 33 percent were interviewed for a job 

• 16 percent were hired 


Those people with household incomes less than 200 percent of the poverty 
guidelines had higher odds (by a factor of more than 2) of using the library for 
job seeking activity than those with incomes 300 percent or greater than the 
poverty guidelines. Likewise, other user characteristics were associated with 
greater odds of using library computers for this purpose: 

• People of Latino or Hispanic origin had higher odds (by a factor of 1.55) 
than non-Latino or non-Hispanic people, and users of mixed race, Blacks 
or African Americans, and American Indians or Alaska Natives had 
higher odds (by a factor of 1.17, 2.12, and 1.32, respectively) than 
Whites for this type of use. 

• Users of ages 19-64 years showed much higher odds (by factors ranging 
between 8 and 12) of using the library for seeking jobs than those older 
than 75 years, as might be expected as 19-64 years of age are the 
primary working years. 

• The odds of women using the library for this purpose were lower than 
men by a factor of 0.68. 

• As in other areas, the odds of those who speak a language other than 
English at home were higher (by a factor of 1.29) than those who speak 
English in their homes for this activity. 

People without alternative Internet access were more likely to engage in job 
seeking at the public library than those who had other access to computers and 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 81 




the Internet. This theme was discussed by member of the Oakland Public 
Library's Board of Directors: 

The difference between someone who is looking for a job who has a 
computer at home and Internet access and someone who doesn't is 
huge. The person who has computer and Internet access is able to go on 
Craigslist and look at job postings that have just come up in the last 
hour or half hour, and given the speed at which the labor market moves 
these days, that's huge...a lot of the information about jobs and 
employment opportunities exist on the Internet and nowhere else. 

Yet even people who have home access rely on their local library and public 
access technology. This observation was offered by a trustee from the 
Fayetteville Public Library: 

Some people for whatever reason—downsizing—suddenly need to 
completely retool, start over, and find a new job. They probably had a 
computer at the job that they no longer have. They probably have some 
kind of setup at home, but this environment here, there's something 
about it. I think there's a comfort factor here and also expertise—"If I 
get stuck there is a librarian who can help me figure it out." I think that's 
one reason they utilize it instead of staying at home. 

This added value from expertise provided by library staff also emerged as an 
important aspect of doing job searches during an interview with a reference 
librarian in Baltimore, Maryland, who explained, "I was talking about hidden job 
opportunities with a woman. She asked, 'What's the hidden job market?' And I 
had meant networking and looking online. It's not just the newspapers." 

In addition to one-on-one assistance, libraries across the country offer classes 
on using technology, targeted specifically at job searching, such as the following 
course offered in Fayetteville, Arkansas: 

We are having "One Click Away: Finding a Job"—a workshop. One of the 
other reference librarians is spearheading this time in the computer lab 
for people to come in. So many job applications now have gone strictly 
online and people are like "What the heck? What do I do with this?" So 
she's going to do a quick presentation on some basics, then I will have 
some one-on-ones: "Here's what this means" because each site is 
different.... Each job site is different so "Click here, print here, fill this 
in." Just kind of hold their hands and walk them through that. 

Examples of people who were looking for work included Noah, a 39-year-old 
unemployed, homeless user in Baltimore, who was living in a shelter and taking 


82 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


basic computer classes at an inner city branch library. He said, "I'm from the 
county, and I had lost my job. Coming to the library, I had seen people getting 
on [the Internet]. I had got some help on how to get on and everything and ever 
since then I been getting on and looking for different jobs." 

The value of the library for supporting job searches in the community was also 
pointed out by an older patron from Baltimore who uses library computers to 
search for jobs for himself and others. He explained, "If I run across something, 
if I'm cruising through a job that someone else might have qualifications for, I'll 
make a note of it, give it to somebody and say, 'You might want to check this 
out.'" Providing help to strangers in this way is facilitated by the social 
environment of the library. 

Filling Out Applications or Submitting Resumes 

Almost 68 percent of the users who searched for a job actually filled out an 
application or submitted a resume using the library's computers (Appendix 
Table 27). Interviews with users and others in the community showed that this 
was not always an easy process, and that the library staff was instrumental in 
making their efforts successful. 

A barrier described repeatedly in interviews is that low-paying jobs (often filled 
by people who speak languages other than English, are from other countries, 
and who have little information literacy training) that do not require any 
interaction with technology do have an online job application process that 
necessitates an email account and access to a computer and the Internet. An 
example was recounted during a focus group with library supervisors in 
Oakland, California: 

A woman whose friend worked as a hotel maid said, "My friend said I 
could apply, but they only take applications online." For non-English 
speakers, it's really hard for them. We were able to get her to come in 
and it took her a lot to get through the process because you had to set 
up an email account first. She applied and she was really happy that we 
helped her. The old days are gone where you could call up a number or 
leave an application. It's really a shock for them. 

In Baltimore, Maryland, the library was pivotal in the successful relocation of a 
business to the area that has meant a tremendous difference to local residents. 
A librarian in Baltimore described the situation: 

The grocery store that opened near the Waverly branch—the mayor, 
who's now the governor—worked for years to try to get any grocery 
store to come in to the city. They just wouldn't come here because of 
crime, terrible schools. Corporate people didn't want to move their 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 83 


family here and it was hard to hire because of an unskilled workforce. 
When we actually attracted that store, we're not sure it would have 
been staffed if it weren't for the library really helping with the job 
applications. It would have been a lot harder. 

Another librarian in Baltimore emphasized how lower level, nonprofessional 
jobs require online applications, “These are for all of the larger stores—they're 
not high level jobs where you would need a resume, but they do have to fill out 
the online applications." 

In Marshalltown, Iowa, a community service provider explained the value of the 
library helping his clients apply for work: "There's been a lot of employment 
matches. We send some of our young moms, 18-, 19-, 20-year-olds who may 
have a couple of kids. They go online and they've found jobs online and can fill 
out applications online. Some of those moms are still students, they do their 
work online here too, take online courses." 

In Marshalltown we heard further successes, such as this from Cornelius: “It's so 
quick and fast. You just email resumes where ever they need to go. Saves gas 
and time... The companies, if they don't want you, they just email back saying 
no, which saves them a lot of time too." A power user at age 51, Cornelius is a 
veteran who uses the computers on behalf of several members of his social 
network, helping them with myriad everyday life problems. 

In Baltimore, Maryland, a Spanish-speaking man who wanted to apply for a job 
as a dishwasher and who had never used a computer relied on a librarian to 
help him complete the online application for a job at a local hotel. 

Across all these examples, the theme emerges that the value libraries provide is 
not only from access to the online applications necessary for many jobs, but also 
the support and knowledge necessary to help those who may not have the skills 
or experience necessary to navigate the online application process. 

The availability of trained staff who can walk users through the intricacies of 
setting up email accounts, finding online applications, and completing the 
process makes a big difference in the lives of the individuals who come to the 
library to find a job. Libraries are also providing significant support to other 
agencies offering job services and the companies looking for workforce in their 
communities. 

Getting Interviews and Getting Hired 

For the 33 percent of users who received interviews as a result of their job 
search at the library (Appendix Table 28), and the 16 percent of those who 
ultimately got hired after using library resources to search for a job (Appendix 


84 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Table 29), the library staff was a major source of support. Community agencies 
working on job placement also found the library a resource for their clients. 

An example was shared by a staff member from a youth program in Oakland, 
California, who said: "I have a parent who came to the library often to send out 
her child's resumes to answer advertisements for jobs. She came back to tell us 
that her daughter's now employed and she's happy." 

Emilio, a 23-year-old immigrant from El Salvador who uses the Enoch Pratt Free 
Library computers to communicate with friends, practice his keyboarding, and 
learn English obtained a job for himself working for a delivery company using 
the library's computers and had also successfully arranged for a job interview 
for his brother the same way. Nancy, a 48-year-old massage therapist in 
Fayetteville, Arkansas, found her job using the computers at her library, which 
she also used to take online courses and to help her son attend school. Chloe of 
Baltimore got two interviews as a result of her search for jobs at the library 
which she hoped would help change her need for local homeless shelters. 

Mary, a low income, 72-year-old woman in Baltimore, was going for an 
interview for a clerical position that she applied for using the Enoch Pratt 
computers the same afternoon that she interviewed for the case study. Jareb, a 
49-year-old who resides at a homeless shelter in Fayetteville, shared his many 
successes in finding landscaping jobs for himself and friends on Craigslist using 
computers at the Marshalltown Public Library. 

All these users managed to navigate the sometimes difficult process leading 
from preparing themselves for job searches, through the search process itself, 
to filing applications or submitting resumes, to the final steps of obtaining an 
interview and actually getting hired, with the help of the library personnel and 
the resources available at the library, both online and in their physical 
collections. 

Getting Training for Job Skills 

Libraries provided job-related training through library computers to over 7 
million people (23 percent of the users who reported using the library's online 
resources for employment purposes) last year (Appendix Table 30). This training 
included formal and drop-in classes, one-on-one assistance with library staff, 
and self-led tutorials. These skills are often the prerequisites for jobs today, 
which more and more require employees who have basic computer skills and 
information literacy. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 85 


Nearly 23 percent of users who use the library online resources for employment 
purposes obtain job-related training. 

Of all library computer users, those most likely to use the library for this purpose are: 

• People with incomes below the poverty guidelines; 

• Blacks or African Americans, American Indians or Alaska Natives, and Native 
Hawaiians or Pacific Islanders; 

• Those between the ages of 25 and 64 years; 

• Men; and 

• People who speak languages other than English at home. 


People with household incomes less than the poverty guidelines had higher 
odds (by a factor of 2.02) of using the library for job-related training than those 
with incomes 300 percent or greater than the poverty guidelines. Other factors 
associated with greater likelihood of use in this area are: 

• Blacks or African Americans, American Indians or Alaska Natives, and 
Native Hawaiians or Pacific Islanders had higher odds (by a factor of 
2.35, 2.65, and 2.13, respectively) than Whites for this type of use. 
Asians showed much lower odds ratios of engaging in this activity than 
Whites, by a factor of 0.50. 

• Users of ages 25-64 years showed higher odds (by factors ranging 
between 1.47 and 1.79) of using the library for seeking jobs than those 
older than 75 years. 

• The odds of women using the library for this purpose were lower than 
men by a factor of 0.76. 

• As in other areas, the odds of those who speak a language other than 
English at home were higher (by a factor of 2.68) than those who speak 
English in their homes for this activity. 

The types of job-related training that users described included many aspects of 
information literacy, such as learning how to use computers themselves, 
software and applications such as office productivity programs, and skills like 
searching and keyboarding. For example, Aidan, a 27-year-old Baltimore, 
Maryland, resident studying to be a paramedic, explained, “I've definitely 
learned a lot of stuff because they offer courses—and it's free. It's a good 
advantage to take them up on these free courses. Like the Excel and Word 
classes, I've definitely learned a couple of new skills." In Baltimore's Enoch Pratt 
Library, users who enroll in six-week courses in PowerPoint and other business 


86 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 




applications can receive certificates of completion that demonstrate their 
competencies in a concrete way. 

Job-specific training for particular positions was also described by some users. 
Sawyer, a 17-year-old high school student in Baltimore, explained: "I'm studying 
for the Army test, you go to GoArmy.com and they give you a practice test that 
you can use to better yourself." An Oakland librarian also talked about training 
available through the library for specific job-skills, "The county advertised a 
month ago for an accounting assistant opening and the level of interest in our 
test preparation material, both in book form and on our databases, was 
staggering; so there's a lot of demand now for that kind of help." 

A staff member at the Baltimore library described the rewards of working with 
employed people who were using library computers for work purposes: 

The successes, really, to me are when someone says, "I have a job and if 
I don’t learn X, Y, Z, I’m going to lose my job," and they actually learn it 
and they keep it. We have a mutual relationship and they come in and 
they ask me stuff. It’s no longer they have to sign up for a class, they just 
meet with me one-on one and we show them what they need to know 
for work. That’s successful. 

The library serves as a clearinghouse for many types of training offered by 
government and private agencies. The value the library adds is the immediate 
assistance available from trained staff, who can not only lead formal training 
sessions, but also provide one-on-one assistance for users who are working 
through their own learning process. The steps in becoming information literate 
are many, and having resources that support all stages of learning available both 
online and in person create a powerful environment for helping people stay 
current with the skills necessary for getting and keeping their jobs in the 
information age. 

Doing Work 

In addition to the activities related to finding jobs and getting training, we found 
that 61 percent of those using library computers for employment purposes 
(almost 19 million people) use the library's computers, Internet connections, 
and online resources to do work-related research (Appendix Table 31). Other 
work activities discussed in interviews and in comments left by survey 
respondents included keeping in touch with clients and students, printing out 
memos or other work documents, and posting materials to employer websites. 
Many users also indicated that they used the library as a substitute office while 

traveling. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 87 


In the study, 61 percent of users who used library computers for employment purposes 
carry out work-related research. 

Of all library computer users, those most likely to use the library for this purpose are: 

• People whose income falls below 200 percent of the poverty guidelines; 

• Those of Latino or Hispanic origin; 

• People of mixed race, Blacks or African Americans, American Indians or Alaska 
Natives, and Native Hawaiians or Pacific Islanders; 

• Those between ages 25 and 64 years; 

• Men; 

• Those with education more than a high school degree; and 

• People who speak languages other than English at home. 


Users with household incomes 200 percent or less than the poverty guidelines 
had higher odds (by a factor of 1.76 for those below the poverty threshold and 
1.77 for those with incomes between 100 and 200 percent of the poverty 
threshold) of using the library for job-related research than those with incomes 
300 percent or greater than the poverty guidelines. Other factors associated 
with a higher likelihood of using library computers for this activity include: 

• Those of Latino or Hispanic origin showed higher odds, by a factor of 
1.46, than those of non-Latino or non-Hispanic heritage of using the 
library for work-related research. People of mixed race, Blacks or 
African Americans, American Indians or Alaska Natives, and Native 
Hawaiians or Pacific Islanders also had higher odds (by a factor of 1.38, 
2.17, 1.59, and 1.80, respectively) than Whites for this type of use. 

• Users of ages 25-64 years showed higher odds (by factors ranging 
between 5.26 and 6.85) of using the library for job related research than 
those older than 75 years. 

• The odds of women using the library for this purpose were lower than 
men by a factor of 0.75. 

• People with some education beyond high school had higher odds of 
using the library for job-related research than those with a high school 
diploma. 

• Finally, the odds of those who speak a language other than English at 
home were higher (by a factor of 1.52) than those who speak English in 
their homes for this type of activity. 


88 I Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 




An example of someone who uses the library to help them with research related 
to their work came from Cooper, a church minister in Marshalltown, Iowa, who 
describes his use of the library Internet connection to help contact his 
congregation and city officials, and to help him write his sermons: "As I'm 
writing my sermons, I like to research introductions, maybe find interesting 
stories from World War II or just other stories I can find to help me to introduce 
the topic I'm going to be speaking about on a given Sunday." Other reported 
uses from the case studies included authors doing research to support writing of 
books and freelance articles on blogs, as well as marketing research. 

For travelers, the case studies revealed that users rely on library computers to 
do research and other types of work while traveling as a replacement or 
supplement for an office. A Fayetteville librarian described this typical behavior: 
"[Some are] managing a business from a distance; travelers come here and hop 
on to one of our computers or bring their own laptops and stay in touch with a 
coworker." 

A Marshalltown librarian described a woman from out-of-town who "comes in 
with her laptop, does her work, has her briefcase, and is here during normal 
business hours." In Fayetteville, Arkansas, a user also describes the library 
computers as a substitute office: 

I had to write a memo today for getting an account, and since I don't 
have a laptop or a portable printer I could come here and do it. It was 
very convenient because I needed to find out some information before I 
wrote the memo. So I could come here, write the memo, print it out, 
and then go to the meeting. 

Commonly, activities of this nature included checking work email while away 
from the office and telecommuting. For example, a community college teacher 
from Baltimore, Maryland, reported that she had used the computers at her 
library to keep in touch with her students: "I teach at a community college, so I 
often stop by the library on the weekend to check email for messages from 
students and post information for them on the online program. 

The use of the library computers for work-related activities clearly spans a wide 
range of activities and types of users, demonstrating the value people from all 
walks of life place on having a safe, comfortable, accessible venue for 
conducting their business, either as a primary office or a substitute while away 

from home. 


Opportunity for All: How the American 


Public Benefits from Internet Access at U.S. Libraries | 89 


Most Prevalent Users for Entrepreneurship 

In addition to seeking employment, 7 percent of library computer users took 
advantage of library online services to start or manage their own business 
(Appendix Table 32). Of those users, over 46 percent helped someone else with 
business-related activities (Appendix Table 33). 


Overall Entrepreneurship Use 

Of users, 7 percent used the library to start or manage a business. Of those using library 
computers and Internet connections for this purpose, 46 percent helped someone else 
with their entrepreneurial needs. 

The users most likely to use the library for starting and managing a business are: 

• People with household incomes below the poverty guidelines; 

• People of mixed race. Blacks or African Americans, American Indians or Alaska 
Natives, and Native Hawaiians or Pacific Islanders 

• People between the ages of 25 and 64; 

• Men; and 

• People who speak languages other than English at home. 


Although differing slightly between employment activities and entrepreneurship 
activities, the general characteristics of users are consistent in both areas: 

• Lower income users (people earning less than 300 percent of the federal 
poverty guidelines) have higher odds of using library computer and 
Internet access for entrepreneurship than those earning more than 300 
percent of the threshold, with the highest odds occurring in those with 
household incomes below the poverty guidelines. 

• The odds of people who are of mixed race, Blacks or African Americans, 
American Indians or Alaska Natives, and Native Hawaiians or Pacific 
Islanders are higher (by a factor of 2.79, 2.45, 2.10 and 1.92, 
respectively) than Whites of using the library computers for these 
activities on behalf of someone else (Appendix Table 37). 

• Unlike other areas studied, the odds of library computer use was evenly 
reflected across all working-age age groups with highest odds of use 
between the ages of 19 and 64 for employment activities and 25-64 for 
entrepreneurship activities (compared to those over 75)—a finding to 
be expected given that teenagers and retirees are less likely to be job 
seeking or employed. 


90 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 




• Women show lower odds (by a factor of 0.84) of engaging in 
employment activities and of using the library's computers for 
entrepreneurship (by a factor of 0.65) than men in this area. 

• The odds of respondents who indicated that a language other than 
English was spoken in their homes was greater by a factor of 2.10 for 
entrepreneurship activities than people who spoke English only at 
home. 

Examples of use for business purposes range from Josephine and Mason in 
Baltimore, Maryland, who both do freelance writing from the library computers 
and use the Internet to do research for their writing, to Shawn in Marshalltown, 
Iowa, and Aidan from Baltimore, who indicated that they use the library 
computers to do online surveys for money or gift certificates. 

In Fayetteville, Arkansas, a librarian told us about a male user who comes in 
daily to run his eBay business, as well as a woman who is a small business owner 
who recently used the computers to find information on Workman's 
Compensation. 

Ophelia, a 20-year-old college student in Oakland, California, describes using the 
library to help manage a business for her father who "has a Yahoo account for 
his construction business. I'm his secretary and I answer his phone calls and all 
that. I write it in his email and leave it as a draft. I then have him check his drafts 
about all his jobs that come in." 

These users find the library a convenient and accessible place to accomplish 
tasks associated with business needs. As a result of their use, they are able to 
generate income and contribute to the local economy. 

Activities Associated with 
Entrepreneurship 

The study also asked about the specific activities and outcomes in the 
entrepreneurship arena shown in Figure 12. Of these activities, locating 
potential customers and starting a business were the most frequently reported. 
These two activities were also reported more frequently by entrepreneurial 
users who use the library as their sole location for Internet access than those 
who have access at home, school, work, or somewhere else. In contrast, there 
was little difference between users with or without alternative access when it 
came to writing business plans; one possible reason for this that was discussed 
by librarians and interview subjects is that many libraries maintain collections of 
sample business plans that patrons can look at in the library, thereby making it 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 91 


more convenient for those writing business plans to do so at the library where 
all the materials they may need are conveniently located and where they can 
get help from librarians. 

Figure 12: Entrepreneurial activities by availability of alternative access 


Locate potential 
customers 


Start own business 


Write a business plan 

■ All entrepreneurial users 

■ Relies solely on the library for access to the Internet 
Has access to the Internet at home, school, or work 

Source: 2009 U.S. IMPACT Study telephone and web survey 

Asked of public library computer and wireless users who used library Internet connections for 
entrepreneurial purposes 



Writing a Business Plan 

An early step in starting a business is often writing a business plan; almost 33 
percent of the users of library computers for business purposes indicated that 
they used the library computers to help write a business plan (Appendix Table 
34). 


Nearly 33 percent of those users engaging in business activities on library computers 
used them to help write a business plan. 

The users most likely to use the library for this purpose are: 

• Those of Latino or Hispanic origin; 

• Those of mixed race, Blacks or African Americans, and American Indians or 
Alaska Natives; 

• People between the ages of 25 and 64 years; 

• Men; 

• Those who are employed; and 

• People who speak languages other than English at home. 


92 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 






Although there were no significant differences in use for this purpose based on 
income, other user characteristics did show variation in the likelihood of use for 
writing a business plan: 

• Those of Latino or Hispanic origin showed higher odds, by a factor of 
2.03, than those of non-Latino or non-Hispanic heritage of using the 
library for writing a business plan. People of mixed race, Blacks or 
African Americans, and American Indians or Alaska Natives also had 
higher odds (by a factor of 3.59, 3.56, and 1.83, respectively) than 
Whites for this type of use. Asians showed a lower odds ratio for this 
activity than Whites by a factor of 0.82. 

• Users of ages 25-64 years showed higher odds (by factors ranging 
between 1.37 and 1.83) of using the library for writing business plans 
than those older than 75 years. 

• The odds of women using the library for this purpose were lower than 
men by a factor of 0.53. 

• The odds of those who were unemployed were lower by a factor of 0.53 
than those who were employed of writing a business plan at the library. 

• Finally, the odds of those who speak a language other than English at 
home were higher (by a factor of 3.13) than those who speak English in 
their homes for this type of activity. 

Antonia, 49 years old and unemployed in Baltimore, provides an example of 
using the library to create a business plan for someone else: 

I have used it recently for adopting some business plans—not for me— 
for someone in the construction field. I'm doing a business proposal for 
a friend of mine who wants to revamp his construction company. 

Antonia, and many others like her, found the library an important resource to 
help them plan for an entrepreneurial activity, and gather the necessary 
information and resources that it takes to get a business off the ground. 


Starting a Business 

The next step after planning for a business is getting it started. Nearly 3 percent 
of the users who had used library computers for business purposes indicated 
that they used the library computers to help them start a business (Appendix 
Table 35). These users took advantage of the library's services to take the 
plunge into entrepreneurship and were able to use the library as a home for 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 93 


their business, even if they had no place else to conduct the ongoing activities 
necessary to get their business up and running. 


About 47 percent of those users who used library computers for business purposes 
started a business. 

Among oil users of library computers, those most likely to use the library for this purpose 
are: 

• People living below the poverty guidelines; 

• Those of mixed race, Blacks or African Americans, and American Indians or 
Alaska Natives; 

• People between the ages of 25 and 54 years; 

• Men; and 

• People who speak languages other than English at home. 


Users with household incomes below the poverty guidelines had higher odds (by 
a factor of 2.03) of using the library for starting a business than those with 
incomes 300 percent or greater than the poverty guidelines. Other factors 
varying significantly between types of users are: 

• People of mixed race, Blacks or African Americans, and American 
Indians or Alaska Natives also had higher odds (by a factor of 3.25, 2.71, 
and 1.34, respectively) than Whites for this type of use. 

• Users of ages 25-54 years showed higher odds (by factors ranging 
between 1.34 and 1.72) of using the library to start a business than 
those older than 75 years. 

• The odds of women using the library for this purpose were lower than 
men by a factor of 0.52. 

• The odds of those who speak a language other than English at home 
were higher (by a factor of 2.55) than those who speak English in their 
homes for this type of activity. 

Olena is an example of a user who relies on the library computers to help start 
her business. A 33-year-old cosmetology school graduate in Fayetteville, 
Arkansas, she explains: "I'm researching small business and I'm opening a salon, 
so I'm looking up shopping for equipment and materials." 

Locating Customers 

Finally, about 49 percent of those users engaged in entrepreneurial activities 
indicated that they used their library's online resources to locate customers for 


94 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 




their business (Appendix Table 36), and of these users, nearly half (48 percent of 
the users trying to locate customers) indicated that they actually saw their 
business increase over the past year as a result of this activity (Appendix Table 
37). 


Over 49 percent of users who used library Internet connections for business purposes 
were trying to locate customers for their business. 

The users most likely to use the library for this purpose are: 

• People living below the poverty guidelines; 

• Those of Latino or Hispanic origin; 

• Those of mixed race, Blacks or African Americans, and American Indians or 
Alaska Natives; 

• People between the ages of 25 and 54 years; 

• Men; and 

• People who speak languages other than English at home. 

Outcome: 48 percent of those users trying to locate new customers (1.3 million 
people) saw an increase in business. 


Users with household incomes below the poverty guidelines had higher odds (by 
a factor of 1.94) of using the library to look for customers for their business than 
those with incomes 300 percent or greater than the poverty guidelines. 
Differences in likelihood of use for this purpose were also significant for the 
following characteristics: 

• People of Latino or Hispanic origin showed higher odds of using the 
library for this purpose, by a factor of 1.79, than those of non-Latino or 
non-Hispanic origin. Those of mixed race, Blacks or African Americans, 
and American Indians or Alaska Natives also had higher odds (by a 
factor of 3.67, 2.52, and 1.85, respectively) than Whites for this type of 
use. 

• Users of ages 25-54 years showed higher odds (by factors ranging 
between 1.26 and 1.65) of using the library to look for business 
customers than those older than 75 years. 

• The odds of women using the library for this purpose were lower than 
men by a factor of 0.49. 

• The odds of those who speak a language other than English at home 
were higher (by a factor of 1.96) than those who speak English in their 
homes for this type of activity. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 95 




Avery, a 60-year-old from Fayetteville, Arkansas, who is self-employed, is an 
example of someone who uses the library Internet for email direct marketing as 
a part of her consulting work, creating her own business clientele through the 
use of the library's resources. 

Another example of direct customer interaction was provided by Abe, a 53-year- 
old man with a disability in Oakland, California, who described using the 
computers to broker business deals: 

I'm dealing with a business that is looking to buy another business and I 
am trying to assist them in buying, if that makes sense. It's almost 
management services. I take care of the financial side. 

Across all these activities related to entrepreneurship and business, users 
showed creativity and resourcefulness in making opportunities for themselves 
and others through the use of the online resources available at their public 
libraries. Although the percentages of use are not as impressive as some other 
areas, the numbers of people engaged in entrepreneurial activities at their 
public library points out an often hidden value for the community in providing 
online access as a community resource—the ability for citizens to create or 
supplement their own livelihoods and contribute to the local economy. 

Conclusion 

Libraries play a vital role in helping people find and maintain jobs and manage 
businesses. The study shows that free access to computers and the Internet in 
libraries across the country has made an impact in helping people prepare 
resumes, conduct job searches, submit online applications, correspond with 
employers, carry out job-related work and training, and conduct the varied 
everyday activities needed to run a successful business enterprise. 

The findings have important policy implications at the federal level, as well as 
for state and local agencies concerned with employment and the economy. The 
study shows that libraries are central hubs for assisting people of all 
demographic backgrounds—particularly people facing economic challenges—in 
making themselves competitive in the job market and maintaining 
employability. 

The findings also indicate how libraries relieve some of the burden of 
government agencies and community-based organizations that address labor 
issues by providing computer access and training in ways that these agencies 
are constrained from or lack resources to provide. Moreover, the study shows 
that the library computing environment is valued by users for its non- 


96 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


stigmatizing, open atmosphere, and regular hours that promote positive work 
behaviors. 

7.3 Health and Wellness 

People rely on public library computers and Internet access for two of the most 
critical aspects of their lives: health and wellness. Users are logging in to find 
ways to improve their diets, find doctors, research their own or others' illnesses, 
locate health care insurance, and track down discount medications. In fact, 
libraries have become a nontraditional, and perhaps overlooked, component of 
the national public health system. 

The expansion of the Internet is creating a growing number of vital links 
between access to information technology and personal health at a time when 
health care stands as one of the nation's biggest public policy issues that 
impacts the welfare of citizens as well as the financial solvency of the nation's 
largest social programs such as Medicare and Medicaid. 

Indeed, meeting health and wellness needs was one of the most frequently 
reported uses of public access technology, with 37 percent of users reporting 
having looked for health information, treatment options, care givers, or ways to 
improve their health; 56 percent of these users also reported seeking out these 
types of information for relatives, friends, colleagues, and others. 


This section presents findings about the ways patrons use library computers and 
Internet access for health and wellness activities. It begins with an overview of 
the most frequent types of health and wellness activities reported in the U.S. 
IMPACT Studies and the characteristics of users most likely to use library 
technology for these purposes. The remainder of the section provides greater 
depth for understanding the following four clusters of activities associated with 
efforts to improve health or get treatment for medical conditions: 

• Improving health by locating information about diet and fitness; 

• Learning about medical conditions and treatments, medications, and 
medical procedures; 

• Finding and using health care providers, including locating support 
groups for medical concerns; and 

• Accessing health insurance or locating information about drug discount 
plans. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 97 








In addition to discussing the extent of use in each of these activity clusters and 
the characteristics of users as found from analysis of survey results, case study 
interviews with patrons, librarians, and key staff members from peer agencies 
are also discussed in order to provide greater understanding of how library 
technology resources are used toward the goals of improving quality of life and 
longevity and to reduce disparities in access to health information. 

Besides serving individuals seeking health and wellness information on behalf or 
themselves or others, public access technology also supports Healthy People 
2010, an initiative developed by the U.S. Department of Health and Human 
Services (HHS) to set standard national health objectives. The two overarching 
goals of Healthy People 2010 are designed to identify the most significant 
preventable threats to health and to establish national commitment to reduce 
these threats (HHS 2009). They include: 

• Increase Quality and Years of Healthy Life: The first goal of Healthy 
People 2010 is to help individuals of all ages increase life expectancy 
and improve their quality of life. 

• Eliminate Health Disparities: The second goal of Healthy People 2010 is 
to eliminate health disparities among different segments of the 
population. 

The use of library computers and Internet resources by healthy individuals, as 
well as those suffering from disease or disability, supports both of the goals 
outlined in Healthy People 2010. 

Some people using library computer resources make decisions that improve 
their health, such as changing their diet and exercise habits, which will lead to 
increased quality and years of healthy life. The computer and Internet services 
provided by public libraries also contribute to the elimination of health 
disparities because they provide free access to health information for people 
who do not have access to computers and the Internet in their home, 
workplace, or somewhere other than a public library. In this way, libraries have 
become a nontraditional, and perhaps overlooked, component of the national 
public health system. 

Most Prevalent Users for Health and 
Wellness Needs 

Many important linkages exist between health and access to information 
technology. Lydia, an experienced library and public access technology user, 
provides an illustration of the multiple and overlapping ways library computers 


98 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


and Internet connections are used for health and wellness needs. Currently 29 
years old, Lydia grew up with computers and uses the library most days because 
she cannot afford to maintain Internet service in her home. Along with 37 
percent of public access technology users, Lydia looks for information about 
illnesses (Appendix Table 38). As she explains, "I'm bipolar, so I've researched 
my disease. I've had cancer [too], so I like to research a lot of stuff on [the 
library's computers]." She has also found support from others for her health 
conditions through the library computers: 

I had breast cancer so I'm able to talk with groups of women who've 
had breast cancer. It's easy. It's free. You can talk all you want and if 
you've had enough... I don't like chat rooms per se, but this is more of a 
therapy and it's free on the computer, instead of having to travel miles 
when you don't have a vehicle to some group in person. It's kind of nice, 
when you've had a disease you don't want to talk about it all the time. 
When you're on the computer you don't have to see them face-to-face 
but you can actually understand what they're talking about. That's an 
easier way for me. 

Use of library online services to help others with health and wellness needs was 
reported by 56 percent of the respondents in the area of health and wellness 
(Appendix Table 39). 


Overall Health and Wellness Use 

In the study, 37 percent of respondents used library computers and Internet access to 

work on health issues. 

Use on behalf of others is also high in this area, with 56 percent of health and wellness 
users reporting that they use library computers and Internet connections to find health 
or wellness information for a relative, friend, colleague, or someone else. 

The use of library technology for health or wellness needs among all users of library 
online services is highest among: 

• Lower income and impoverished people; 

• 45-64 year olds; 

• Women; and 

• People who speak languages other than English at home. 


Analysis of the social and economic characteristics of users of library computers 
for health and wellness activities shows a pattern of higher use among people 
with household incomes below the federal poverty guidelines. Other factors 
also appeared to suggest higher rates of use for this purpose: 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 99 





• The odds of library computer use in this area were highest among older 
age groups, with the highest odds of use between the ages of 45 and 64 
years. 

• Women show higher odds by a factor of 1.15 of engaging in health 
activities than men. 

• The odds of respondents who indicated that a language other than 
English was spoken in their homes were greater by a factor of 1.31 of 
using the library services for health purposes. 

Related to social and economic characteristics of users discussed previously, 
some of the differences between people in terms of their use of library 
technology for health and wellness activities are attributable to whether the 
user has alternatives for accessing the Internet. The use of library technology for 
the most frequent types of health-related activities is generally higher among 
users who depend on public library Internet connections than those who also 
have access at home, school, work, or someplace else. 

Activities Associated with Health and 
Wellness 

Figure 13 shows health-related activities accomplished with library computers 
and Internet connections and how use for these purposes is different between 
users with and without alternative locations for accessing the Internet. The top 
three health uses are learning about an illness, disease, or medical condition; 
getting information about diet or nutrition; and learning about medical 
procedures. Though use of library technology for many of these activities was 
essentially the same between those with or without alternative access to the 
Internet, use for learning about medical procedures and learning about exercise 
and fitness were somewhat higher among those with access at home, school, or 
work. Like other areas where this is the case, the convenience of having other 
library materials readily available to supplement Internet searches may be one 
driver leading to those with access elsewhere showing higher use in some areas. 


100 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Figure 13: Health and wellness activities by availability of alternative access 


Learn about illness 


Learn about diet 


Learn about a medical 
procedure 


Learn about medication 


Learn about fitness or 
exercise 


Find information about a 
health care provider 


Find information on 
health insurance 


Find a support group 



■ All health users 

■ Relies solely on the library for access to the Internet 
Has access to the Internet at home, school, or work 

Source: 2009 U.S IMPACTStudy telephone andwebsurvey 

Asked of public library computer and wireless users who used library Internet connections for health 
purposes 


Improving Health 

Making healthy lifestyle choices in eating habits and exercise routines are two 
key activities public access technology users were asked about. The activities 
contribute toward meeting the first goal of Healthy People 2010 to increase 
quality and years of healthy life, and it is one for which many public access 
technology users find support using library computers and Internet connections. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 101 



Diet and Nutrition 

Learning about diet or nutrition was the second most frequently reported 
activity reported by those who use library computers for health and wellness 
purposes, with 60 percent of those users reporting having looked for this type of 
information (Appendix Table 40). Among users seeking diet information, 83 
percent said that the use of library technology online services helped them 
decide to make a change to their diet, a positive first step toward improving 
health (Appendix Table 41). 


Diet and nutrition: 60 percent of users of library computers for health and wellness 
purposes are learning about diet and nutrition. 

Of all library computer users, those most likely to seek out diet and nutritional 
information are: 

• People with household incomes below the poverty guidelines; 

• Latinos or Hispanics; 

• Mixed races, Blacks or African Americans, and American Indians or Alaska 
Natives; 

• 45-64 year olds; 

• Women; 

• People with education beyond high school; and 

• People who speak languages other than English at home. 

-^Outcome: 83 percent of those who researched diet and nutritional information using 
library internet connections decided to make changes to their diets. 


The results of further analysis show that, holding other characteristics of the 
users constant, the use of library computers and Internet connections for 
seeking diet and nutritional information is higher among certain groups: 

• Users with household incomes below the federal poverty guidelines 
have increased odds of seeking out diet information using library 
computers by a factor of 1.55 compared with those earning more than 
300 percent of the poverty guidelines. 

• The odds of Latino or Hispanic users seeking diet information are higher 
than those of non-Latinos and non-Hispanics by a factor of 1.57, 
whereas the odds of use for this purpose is higher by a factor of 1.45 for 
those identifying with two or more races, a factor of 1.40 for Blacks or 
African Americans, and a factor of 1.37 for American Indians or Alaska 
Natives than for Whites. 

• Women have greater odds of seeking diet information than men by a 
factor of 1.27. 


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• The odds of seeking diet information for users who speak a language 
other than English at home are higher than those of users from English- 
only households by a factor of 1.38. 

In addition, users between the ages of 45 and 64 years have greater odds of 
using library computers to seek diet information than both older and younger 
people. Users who have attended or graduated from college have likewise 
higher odds of use for this purpose than those who did not. 

An example of this type of use comes from Oliver, a 57-year-old wireless user 
from Marshalltown, Iowa. Oliver uses the library's wireless Internet connection 
on his own laptop to find information about food safety and to help him make 
better food choices. He is concerned about industrial production methods 
affecting the quality of the food he eats and wants to find out which foods are 
produced with less processing. His concern about food safety also encompasses 
what his grandchildren eat and he often passes on the information he finds to 
one of his children so she can make healthier food choices as well. 

Exercise and Fitness 

A similar pattern is seen in the use of library computers and Internet 
connections for learning about exercise or fitness, another use with the 
potential to increase health and well-being. Indeed, 48 percent of health and 
wellness users learned about exercise or fitness using library computers and 
Internet connections (Appendix Table 42) and 85 percent of those seeking 
exercises or fitness information actually decided to make changes in their 
exercise habits based on what they learned (Appendix Table 43). 


Exercise and fitness: 48 percent of those using library online resources for health and 
wellness are seeking information about exercise or fitness. 

Of all users of library computer resources, those most likely to seek out exercise and 
fitness information are: 

• People with household incomes below the poverty guidelines and those with 
incomes between 200 and 300 percent of the poverty guidelines; 

• Latino or Hispanics; 

• Mixed races, Blacks or African Americans, and American Indians or Alaska 
Natives; 

• 35-64 year olds; 

• People with education beyond high school; and 

• People who speak languages other than English at home. 

->Outcome: 84 percent of these users decided to make changes to their exercise habits. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 103 


17 MILLION USE 

LIBRARY COMPUTERS 
TO LEARN ABOUT DIET 
AND NUTRITION 

14 MILLION FIND OUT 
ABOUT EXERCISE AND 
FITNESS 

"We as a family also 
go look up different 
recipes for healthy 
cooking and family 
exercise and social 
activities for our 
family and 
grandchildren." 

WEB SURVEY COMMENT 
COLUMBUS, OH 





Seeking information about exercise or fitness is also higher among certain 
groups: 


• The odds of users with income below 100 percent of the federal poverty 
guidelines learning about exercise using library computers and Internet 
connections are higher by a factor of 1.48 compared with those earning 
more than 300 percent of the poverty guidelines. The odds for users 
earning between 200 and 300 percent of the poverty guidelines are also 
higher than those earning more than 300 percent of the poverty 
guidelines by a factor of 1.41. 

• Latino or Hispanic users have greater odds of seeking exercise 
information than non-Latinos and non-Hispanics by a factor of 1.59, 
whereas users identifying with two or more races have odds higher by a 
factor of 1.56, Blacks or African Americans by a factor of 1.50, and 
American Indians or Alaska Natives by a factor of 1.53 than Whites. 
Asians have lower odds of engaging in this activity than Whites by a 
factor of 0.69. 

• Users who speak a language other than English at home have odds of 
seeking exercise information higher than users from English-only 
households by a factor of 1.53. 

Unlike use for seeking diet information, there is no significant difference in the 
odds of use for fitness purposes between men and women. However, they are 
similar in that users between the ages of 45 and 64 years have greater odds of 
using library computers to seek exercise information than both older and 
younger people and users who have attended or graduated from college have 
likewise higher odds of use for this purpose than those with just a high school 
diploma. 

Lorenzo, a homeless teenage user from Oakland, California, uses library 
computers to help with his exercise program. As he explains, "I've looked up 
running because I love running so I know about high school and college websites 
about running. I just look up good training things and what to eat and in 
general, running stuff. And I look up some of my friends that ran races. My old 
race results, stuff like that." Having recently graduated from high school, 
Lorenzo's main source for getting training information now is through the public 
access computers at the Oakland Public Library. 

The high follow through in deciding to make changes to both diet and exercise 
habits indicates a potential for significant impact from access to library 
technology resources and services on national, state, and even local health 


104 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


goals, particularly among people who have limited access to health information 
from other sources. 

Nearly everyone agrees that diet and fitness are key components to improving 
health and living longer. Like the Healthy People 2010 initiative, many 
government agencies, nonprofit organizations, schools, and many other groups 
have invested significant resources in making information available through the 
Internet to help people make better nutritional and exercise choices. Public 
library Internet access is especially important in the area of health, as home 
access is often lowest among those with the most to gain from diet and fitness 
information. 

Learning about Medical Conditions and Treatments 

When faced with a health concern, 46 percent of American adults turn to the 
Internet for help (Rainie, Estabrook, and Witt 2007). Whether looking for 
information to prevent disease or exploring treatment options for a medical 
condition, public libraries provide not just the Internet access people rely on to 
find health information, but also the expertise of librarians to help direct them 
to reputable resources both online and in the print materials available at the 
library. In interviews, librarians recalled helping patrons find information about 
many health conditions including diabetes, heart disease, attention deficit 
disorder, addictions, and mental illnesses. 


23 MILLION LEARN 
ABOUT MEDICAL 
CONDITIONS 
THROUGH LIBRARY 
COMPUTERS 

15 MILLION 

INVESTIGATE 

MEDICAL 

PROCEDURES 


Learning about Medical Conditions 

A library computer instructor in Oakland, California, described a patron 
interaction that conveys the value of having trained staff members to assist with 
health-related research: 


There was a woman who was coming in a few times. She was in the area 
because of a medical condition and so she was trying to find medical 
information in Spanish. We were able to show her some of the 
resources that were here: the American Heart Association and some of 
the other sites that had information in Spanish. She was really happy 
that she could see that and have access to not just the [library] 
databases but actually going [to the Internet] and looking at the 
different sites and organizations and the information they have there. 

With the Oakland Public Library located near a major hospital, the librarians 
there are also experienced in helping recently diagnosed patrons find 
information about their illnesses. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 105 



Medical conditions: 83 percent of those using library online resources for health and 
wellness activities are learning about a disease, illness, or medical condition. 

Of all library computer users, those most likely to seek this type information are: 

• People with household incomes below the poverty guidelines; 

• 55-64 year olds; and 

• People who speak languages other than English at home. 


Overall, 83 percent of health and wellness users search for information on 
illnesses, diseases, or other medical conditions (Appendix Table 44). Further 
analysis shows that seeking this type of information is higher among certain 
populations: 

• The odds of seeking information about medical conditions increases as 
income decreases, with those with household income below the federal 
poverty guidelines higher by a factor of 1.49 than those with income 
more than 300 percent of the poverty guidelines. 

• Users who speak a language other than English at home have odds of 
seeking information about medical conditions higher than users from 
English-only households by a factor of 1.42. 

Holding other characteristics of users constant, there are no statistically 
significant differences in the odds of using library computers and Internet 
connections for getting information about medical conditions between 
Hispanics and non-Hispanics, men and women, or people with different 
educational attainment. However, users between the ages of 55 and 64 years 
have greater odds of using library computers to seek this type of information 
than both older and younger public access technology users. 

The information public access technology users gather about medical conditions 
is often put to immediate use. For example, 22-year-old, unemployed 
Margarita, who was interviewed at the Oakland Public Library with her 
boyfriend, used the computers to help diagnose a skin condition: "[Our son] had 
ringworm and we didn't even know what that was. We looked online and put in 
his symptoms and everything and then it told us what he had, told us what kind 
of medicine to give him. Because we didn't know what he had at all. We thought 
it was just a regular rash." Her fiance agreed, "When the kids get sick, [we] can 
just go online and... it helps a lot with that." With household income for their 
family of five well below the poverty guidelines, Internet access at the library is 
critical for Margarita and her family to have access to medical information. 
Similarly, a 25-year-old survey respondent from Tulsa, Oklahoma, who uses 
public access technology as his sole means for accessing the Internet, wrote that 


106 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 




he had used a library computer to get pictures of tick bites to help him 
determine if one he received could have exposed him to Lyme disease. 

In many cases, users of the library computer resources distribute information 
about illnesses or diseases to others. For example, Mark, a 15-year-old high 
school student with a large, extended family, explained, “Just yesterday I went 
to use the computer for my aunty. She's the government of the whole family so 
she asked me to look up Swine Flu, the new flu that's coming out. She asked me 
to see what to tell [the rest of the family] to help not get that flu." By passing 
along the information he had gathered about the H1N1 flu virus in order to help 
his family avoid contracting it, Nick demonstrates one of the ways that the value 
of the information retrieved through library computers and Internet 
connections extends beyond the individual users to encompass families. 

Learning about Medical Procedures 

Searching for information on medical procedures and tests is also an important 
activity for many health and wellness users, 54 percent of whom use library 
computers and Internet connections for this purpose (Appendix Table 45). 


Procedures: 54 percent of those using library computers for health and wellness 
purposes learn about medical procedures. 

Among all users of library online resources, those most likely to look for information on 
medical procedures are: 

• People with household incomes below the poverty guidelines; 

• Latinos or Hispanics; 

• 55-74 year olds; 

• Women; and 

• People who speak languages other than English at home. 


As with searching for information about medical conditions, certain types of 
users are more likely to use library technology to find information about 
procedures: 

• For people with household income below the federal poverty 
guidelines, the odds of using library computers to seek information 
about medical procedures is higher by a factor of 1.41 than for those 
with income more than 300 percent of the poverty guidelines. 

• Latino or Hispanic users have odds of seeking information about 
medical procedures higher than non-Latino and non-Hispanic users by a 
factor of 1.64. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 107 





• Women have greater odds of seeking medical procedure information 
than men by a factor of 1.23. 

• The odds for seeking information about medical procedures is higher for 
people from households in which a language other than English is 
spoken than in English-only households by a factor of 1.72. 

One example of the use of library computers to look for information about 
medical procedures comes from Jasmine in Fayetteville, a 24-year-old 
unemployed woman working toward her GED and recently recovered from 
substance abuse. She talked about using library computers to look for 
information about a medical procedure for someone else. She recounted: 

A friend of mine was recently diagnosed with heart problems, and she 
asked me if I can look up her specific case, and I was able to get her 
more information for her health... She has a shunt; they had to put a 
shunt in her heart because one of the valves was not working properly. 
She was able to talk to her doctor a lot smoother, she was able to voice 
her concerns or questions, so I think that kind of helped her a little bit. 

Medical procedures can be confusing and frightening. Some public access 
technology users also use library computers to view videos on medical 
procedures. One librarian from Oakland, California, explained how access to 
Medline, an Internet portal maintained by the National Library of Medicine, 
helped a patron prepare for surgery by actually watching the surgical procedure 
he was about to undergo. She goes on to explain, "He was particularly nervous, 
especially because he was going to have to be under a general anesthetic. He 
just wanted to know what was going to be happening." 

The high bandwidth requirements for viewing videos, as well as access to help 
from librarians and additional print and electronic resources, may help explain 
some of why seeking information about medical procedures is among the top 
activities reported by public access technology users. 

Getting Information about Medications 

Seeking information about prescription and over-the-counter medications is 
also another high-use area with similar patterns to the use of library computers 
for other health and wellness purposes. Overall, 51 percent of users in the 
health and wellness area use library computers and Internet connections to look 
for information about prescription or over-the-counter medications (Appendix 
Table 46). As a result of the information these users find using public access 
technology, 68 percent of these users report that that they were able to make a 
decision about whether to use a medication (Appendix Table 47). Additionally, 


108 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


18 percent of these users actually use library computers to purchase a 
prescription or over-the-counter medication (Appendix Table 48). 


Medications: 51 percent of users looking for health and wellness information use library 
computers and Internet connections to find out about prescription or over-the-counter 
medications. 

Of all library online service users, those most likely to look for information on 
medications are: 

• People with household incomes below the poverty guidelines; 

• Latinos or Hispanics; 

• Those 75 and older; and 

• People who speak languages other than English at home. 

-> Outcome: 68 percent of the users who indicated using library computers for this 
purpose report that using library technology helped them decide whether to use a 
medication. 

->Outcome: 18 percent of these users used a library computer or Internet connection to 
purchase a prescription or over-the-counter medication. 


Further analysis shows that the odds of seeking information about medication 
are higher among patrons with certain characteristics: 

• The odds of seeking information about medications increases as income 
decreases, with those with household income below the federal poverty 
guidelines higher by a factor of 1.46 than those with income more than 
300 percent of the poverty guidelines. 

• Latino or Hispanic users have greater odds of searching for information 
about medications than non-Latinos or non-Hispanics by a factor of 1.57 

• Users who speak a language other than English at home have odds of 
seeking information about prescription or over-the-counter drugs 
higher than users from English-only households by a factor of 1.42. 

Although differences in race, gender, and education did not significantly change 
the odds of using library computers to seek information about medications, age 
was a factor: the odds of looking for this type of information steadily increases 
with advanced years. 

As is the case with many other activities concerning health and wellness, looking 
for information on medication is sometimes used to help others. Baltimore user 
Chloe, described previously, talked about the value of having access to the 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 109 






library on the weekend to help her find information for her father who was 
hospitalized because of a bad reaction to a new medication: 

He said the doctor gave it to him and it had made him sick. And he had 
called me that same night because his doctor wasn't there on that 
Saturday. He went to the hospital on a Friday and I looked up the 
medication...I came to the library, and I'm glad that they are open on 
Saturdays too because I went to the library on Saturday and looked up 
that medication for him and called him that morning and told him what 
it was. [After I read it to him] he said that he was allergic to it, what he'd 
been taking. That's why it made him sick." 

Avoiding bad reactions to medication by looking for information about side- 
effects and drug interactions was also mentioned by several users at the case 
study libraries, as well as in comments left by survey respondents. 

Finding and Using Health Care Providers 

Seeking out preventative care or treatment for an illness often involves finding a 
new health care provider, specialist, or resources for support or complementary 
care. In addition, prior to getting care, many people must first get insurance or 
other health plans to help with paying medical bills and prescription 
medications. For many Americans, library technology is used to help fulfill these 
steps to getting medical attention. 

Finding a Doctor 

About 37 percent of users engaging in health and wellness activities using 
library computers and Internet connections looked for information on doctors 
and other practitioners (Appendix Table 50). Of users who looked for 
information on health care providers, a number followed through, with 49 
percent making an appointment (Appendix Table 51). Of those who made an 
appointment, 93 percent reported actually receiving the care they needed 
(Appendix Table 52). 


110 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Health care providers: 36 percent of users pursuing health and wellness information 
through their library's online services seek information about doctors or health care 
providers. 

Of all users of library computing services, those most likely to look for information on 
medical providers are: 

• People with household incomes below the poverty guidelines; 

• 45-64 year olds and those older than 75; 

• Women; and 

• People who speak languages other than English at home. 

Outcome: 49 percent of users seeking information about health care providers report 
that after using library technology for these purposes, they made an appointment with 
a doctor or other health care provider. 

-^Outcome: 93 percent of users who made appointments reported that they received 
the care they needed. 


The odds of seeking information about doctors or other health care providers 
are higher among public access technology users with certain characteristics: 

• The odds of users with income below 100 percent of the federal poverty 
guidelines finding out about health care providers using library 
computers and Internet connections are higher by a factor of 1.59 
compared with those earning more than 300 percent of the poverty 
guidelines. The odds for users earning between 100 and 300 percent of 
the poverty guidelines were likewise higher than those with incomes 
above 300 percent of the poverty guidelines, but the odds ratios were 
less than those in poverty. 

• Women have greater odds of looking for information about health care 
providers than men by a factor of 1.18. 

• The odds of users who speak a language other than English at home 
seeking information about doctors are higher than users from English- 
only households by a factor of 1.88. 

There is no statistically significant difference in the odds of use for looking for 
information about doctors and other health care providers related to race or 
education. However, users between the ages of 45 and 64 years have slightly 
greater odds of using library computers for seeking this type of information than 
both older and younger people than those over 75, and those over 75 have 
higher odds than all other age groups except those between 45 and 64. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 111 




10 MILLION FIND 
INFORMATION ABOUT 
DOCTORS OR HEALTH 
CARE PROVIDERS 
USING LIBRARY 
COMPUTERS 

5 MILLION MAKE AN 
APPOINTMENTTO BE 
SEEN 

"/ access my health- 
insurance provider to 
schedule and cancel 
appointments and 
submit health-related 
questions." 

WEB SURVEY COMMENT 
ROCKVILLE, MD 

5 MILLION GET THE 

CARE THEY NEED 


Using library computers to find health care providers sometimes involves not 
just access to online information, but may be supplemented by library programs 
that provide care. A librarian in Baltimore, Maryland, described how patrons get 
flu information online, but also discussed how the library can be leveraged for 
community health care: "The city health department is very cooperative with us. 
We've done a lot of joint programs. They give free flu shots in the wintertime 
that's advertised on the [library] website and all over our nice big window 
outside, 'Come in and get your free flu shot.' They line up. Staff, public, 
everybody gets the flu shots." 

Sixty-year-old Fayetteville, Arkansas, user Carl, a retiree, described an example 
of his use of the library computers to research a doctor for a friend to see if help 
for his condition might be available: 

Just the other day, a friend of mine asked me to research a physician 
that is going to be coming to Arkansas and actually heading ... a satellite 
medical facility up here to teach. They are going to start that up here 
and this fellow wanted me to find out if he, this physician, knew about 
Lyme disease because that was his problem. 

Finding Health Insurance 

Finding health insurance or purchasing medication is often a major barrier for 
people trying to access health care. For 28 percent of those using library 
computers to seek information on health and wellness, public access technology 
users, public library computers and Internet connections provide a means to 
locate information about health insurance or drug discount plans (Appendix 
Table 53). Of those who look for this type of information, 63 percent report that 
their research helped them to decide to purchase health insurance or enroll in a 
drug discount program (Appendix Table 54). With the changes to the U.S. health 
care system being currently discussed in Congress, learning about health 
insurance and discount plans for medication may become an even more 
significant use of public library computing resources in the near future. 


112 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 



Health insurance: 28 percent of users seeking health and wellness through public library 
computers learn about health insurance or drug discount plans. 

Of all library online users, those most likely to seek out this type of information are: 

• People with household incomes below 300 percent of the poverty guidelines; 

• Latinos or Hispanics; 

• 45-64 year olds; and 

• People who speak languages other than English at home. 

->Outcome: 63 percent of users seeking information about health insurance or drug 
discount plans decided to purchase health insurance or enroll in a drug discount plan. 


Further analysis shows that the odds of seeking information about health 
insurance or drug discount plans is higher among public access technology users 
with certain characteristics: 

• The odds of seeking information about health insurance is higher for 
lower income people compared with those making more than 300 
percent of the federal poverty guidelines. Among those with income 
below the federal poverty guidelines, the odds are increased by a factor 
of 1.39. For those with income between 100 and 200 percent of the 
poverty guidelines, the odds are higher by a factor of 1.24, and for those 
with income between 200 and 300 percent of the poverty guidelines, 
the odds are higher by a factor of 1.44. 

• Latino or Hispanic users have greater odds of searching for information 
about health insurance than non-Latinos or non-Hispanics by a factor of 
1.56. 

• Users who speak a language other than English at home have odds of 
seeking information about health insurance or drug discount plans 
higher than users from English-only households by a factor of 1.60. 

Race, gender, and education were not statistically significant factors affecting 
the odds of using library computers to seek information about health insurance. 
However, age was a factor: the odds of looking for this type of information is 
greater for 45- to 64-year-olds than for library technology users who are 
younger or older. 

As an example, 61-year-old Baltimore power user Silas, described previously, 
discussed his efforts to help a friend find a less expensive source for his 
medications through a drug discount program using the library computers. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 113 





Someone was looking for a medication that was costing him too much. 
He couldn't afford it any longer. So I went online to find out who made 
his medication and told him where he could possibly get discounts or 
free medication. Most of the drug manufacturers subsidize their 
medication. I think you have to be at the poverty level, or something. 
But I did search and find out who made his medication and how to 
contact them. 

Library computers and Internet connections are also used to find affordable 
health insurance. Twenty-one year old Baltimore user Jillian explained how she 
researched three insurance companies before settling on one to enroll with, "I 
didn't have to go through the phone, all I had to do was go through the 
computer and it went straight to them and I got the cards in the mail. You can 
do a lot on the computer." A single parent with two children and working on her 
GED, Jillian does not have computer access outside the library. 

Finding information about government-sponsored health insurance plans was 
discussed by many library technology users in both interviews and in survey 
comments. Veterans participating in case study interviews all reported using the 
computers to contact the U.S. Department of Veterans Affairs to learn about 
their coverage for medical treatment and prescription medications. 

Connecting with a Support Group 

Once medical care is secured, patients often need additional support to help 
them manage or cope with illness. Like Lydia, the Fayetteville user described at 
the beginning of the Health and Wellness section, 17 percent of health and 
wellness users find an online or face-to-face support group for medical 
conditions using library computers (Appendix Table 49). 


Support group: 17 percent of health and wellness users find an online or face-to-face 
support group for a health concern using library computers and Internet connections. 

Of all users of library online services, those most likely to look for information on support 
groups are: 

• People with household incomes below 300 percent of the poverty guidelines; 

• Latinos or Hispanics; 

• Mixed races, Blacks or African Americans, and American Indians or Alaska 
Natives; 

• 45-54 year olds; and 

• People who speak languages other than English at home. 


As with other types of use, certain characteristics of users are related to 
increased odds of using library computers for finding support groups. 


114 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 





• For people with household income below the federal poverty guidelines 
the odds of using library computers to look for a support group is higher 
by a factor of 3.08 than for those with income more than 300 percent of 
the poverty guidelines. The odds of using library computers for this 
purpose were also greater, though to a lesser degree, for people 
earning between 100 and 200 percent of the poverty guidelines by a 
factor of 2.15 and those earning between 200 and 300 percent of the 
poverty guidelines by a factor of 1.95 than those earning more than 300 
percent of the poverty guidelines. 

• Latino or Hispanic users have odds of seeking support groups using 
library computers and Internet connections higher than non-Latino or 
non-Hispanic users by a factor of 1.61. 

• The odds of using library technology for finding a support group is 
higher for people from households in which a language other than 
English is spoken than in English-only households by a factor of 1.91. 

Although one of the less frequently reported uses of library computers and 
Internet connections, interviews with users like Lydia and others demonstrate 
how important this can be for those who have no other access to the Internet. 
Nelson, a 20-year-old public access user from Marshalltown, Iowa, also shared 
how he used library computers to help him find a support group to help him 
recover from drug and alcohol addictions. For Jack, having access to library 
computers also allowed him to attend live support group meetings in a chat 
room and also to make friends who can provide face-to-face advice and support 
that helps him stay sober. 

Conclusion 

The range of activities engaged in by users of library computers and Internet 
connections in the area of health, and the high use of library public computer 
services to help others with health issues, indicates that the library computer 
resources are valued both by the community and the individuals who are using 
the computers. One of the board members interviewed in Fayetteville, 

Arkansas, summed this up well in her comments: "People who have a medical 
emergency and want more information come to the library. They may or may 
not have a computer setup at home where they can do that. A lot of people are 
drawn here to do that research because they know there is expertise here to 
help them if they get stuck. I would probably be one of those if it were outside 
of my field." 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 115 


Although not a substitute for medical care, the Internet provides information 
about diseases, illnesses, and other medical conditions that can help people 
make informed decisions about whether and what type of care to pursue. As 
discussed by the librarians from Oakland, California, libraries offer not only 
access to the Internet for seeking medical information, they also help patrons 
quickly find the information they need to prevent illness and manage 
treatments. 

The types of use described in this section and the greater odds of certain types 
of use among lower income, minority, and people from households speaking 
languages other than English (indicating a higher likelihood of immigrant status) 
support both goals of the Healthy People 2010 by increasing the quality and 
years of healthy life and helping to eliminate health disparities for those who 
take advantage of the public computing resources available across the nation in 
public libraries. 

7.4 Accessing Government and Legal 
Services and Information 

The use of the Internet to deliver federal, state, and local government services 
and as a means for providing access to the justice system has become more and 
more prevalent in recent years. People use the library's computers to access 
government programs and services, get help from government agencies, look for 
government forms, learn about laws and regulations or permits and licenses, 
and look for assistance with legal questions or problems. In many cases, they are 
able to follow through in these areas by completing activities online such as 
signing up for government programs, obtaining a permit or a license, or 
completing legal forms or finding legal help. 

As in other areas discussed in this report, libraries have become a de facto 
service center for many people who use these increasingly important public 
offerings. Many government agencies are relying on online delivery to improve 
their efficiency and reach more citizens; for many, this is the only place that 
access to these services is available. In addition, in times of disaster, the library 
may be the only functioning access point for critical government services for 
people from all walks of life. 

Among all users of library computers and Internet connections, 34 percent of 
users report that they found government programs or services, obtained 
important government forms, discovered information about laws or regulations 
affecting their activities, found and submitted permits or license applications, or 


116 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


obtained help with a legal issue. Although not as high as in some other areas, 40 
percent of these users indicated that they had undertaken these activities on the 
library's computers to help a relative, friend, colleague, or others. 


The following section explores the ways that people use public library computer 
and Internet services to find and use government and legal services important 
to their lives. An overview of the most frequent types of use reported in this 
area and the characteristics of users who engaged in these activities is followed 
by a more in-depth look at each of the six activities the U.S. IMPACT Study asked 
about: 

• Learning about government programs or services; 

• Getting help from a government official or agency; 

• Obtaining government forms; 

• Learning about laws and regulations; 

• Learning about permits and licenses; and 

• Looking for assistance with a legal question or problem. 

The use of public library computers to engage in these activities related to 
government service or program offerings or legal needs is of high interest to 
those public agencies and services that are trying to improve services to people 
across the country. 

Most prevalent users for government and 
legal services 

Antonia is an avid user of the Enoch Pratt Free Library computers and freely tells 
others about the library's computers and free classes. At 49 and college 
educated, she also often looks up information for others without being asked. 
Antonia describes her use of the computers for gaining access to government 
information: 

Everyone's suffering economically, but when you force a senior to live 
on $700 a month then somewhere along the line there's going to have 
to be some sacrifices and a lot of [seniors] do it with food. So there are 
rules and regulations governing food stamps. So I just come to the 
library, look it up on the computer, and then I go tell them. 


Opportunity for All: How the American 


Public Benefits from Internet Access at U.S. Libraries | 117 



As online delivery becomes the norm for everyday government services, reliable 
access to the Internet becomes an important issue for those who are using 
these services. A Pew Internet study in 2007 examined the role of public 
libraries in providing access to government information and found that, 
"Americans on both sides of the digital divide—those with both low-access and 
high-access to computing—are equally likely to use the public library for 
information that helps them address matters and solve problems in their lives— 
especially those matters that lie in some way within the government domain." 
(Estabrook, Witt, and Rainie 2007). 

The heavy use of libraries as an access point for government services came to 
national attention during the hurricanes of 2004 and 2005 (Jaeger et al. 2007), 
but restrictions in hours and locations of government sponsored access centers 
were a factor in pushing those who use them toward public libraries (Bertot et 
al. 2006a, 2006b; McClure, Jaeger, and Bertot 2007). The widespread 
distribution of libraries, their often proximate location to government agencies, 
and their convenience to users also contribute to heavy use for these services. 

The study found that 34 percent of users of library computers and Internet 
connections were accessing government or legal information and services 
(Appendix Table 55), and of those users, 40 percent helped a family member, 
friend or stranger with needs in this area (Appendix Table 56). 


Overall Government and Legal Use 

In the study, 34 percent of the users took advantage of library computers to access 
government and legal services. 

Use on behalf of others is also reported in this area, with 40 percent of these users 
indicating that they use library computers and Internet connections to complete 
activities related to government or legal services for a relative, friend, colleague, or 
someone else. 

The use of library technology for government or legal needs is highest among: 

• People without access to the Internet except at a public library; 

• Lower income and impoverished people; 

• Hispanic or Latino people; and 

• 45-64 year olds. 


The use of library technology for government or legal needs is highest among 
those with lower incomes. Those having incomes between 100 and 200 percent 
of the poverty threshold have higher odds of using the library computers for this 


118 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 






purpose by a factor of 1.52 and those below the poverty threshold by a factor of 
1.23 compared to those with incomes above 300 percent of the poverty 
threshold. It is likely that for people with limited income, the library provides 
their only access to important government and legal services. In addition, users 
with the following characteristics are also more likely to use library computers 
for this purpose: 

• The odds of Latino or Hispanic users seeking government and legal 
services or information are higher than those of non-Latinos or non- 
Hispanics by a factor of 1.48. 

• The odds of library computer in this area were highest among users 
between the ages of 45 and 64 years compared with all other age 
groups. 

• Women show lower odds (by a factor of 0.82) of engaging in 
government or legal activities than men. 

Activities Associated with Government and 
Legal Services 

Figure 14 shows use across the government and legal activities by availability of 
alternate access to computers and the Internet. The top activities reported by 
all users in this activity area were learning about laws and regulations, getting 
government forms, and learning about government programs. 


Opportunity for All: How the American 


Public Benefits from Internet Access at U.S. Libraries | 119 


Figure 14: Government and legal activities by availability of alternative access 


Learn about laws 
or regulations 


Get gov't forms 


Learn about gov't 
program 


Get help from gov't 
official or agency 


Learn about permits 
or licenses 


Look for advice with 
legal issue 



■ All government users 


■ Reliessolely on the library for access to the Internet 


Has access to the Internet at home, school, or work 


Source: 2009 U.S. IMPACTStudy telephone andwebsurvey 

Asked of public library computer and wireless users who used library Internet connections for 
governmentor legal purposes 


While there is no substantial difference between users with or without 
alternative access to computers for some of the activities shown in Figure 14, 62 
percent of government and legal users with alternative access learned about 
laws or regulations compared with 55 percent of those who rely on libraries for 
Internet access; this pattern holds for use aimed at learning about permits or 
licenses. Conversely, government and legal users without alternative access 
were more likely to look for help from government officials or agencies than 
those who have access at home, school, or work. 


Using Government Services and Programs 

The U.S. IMPACT Study asked about three different aspects of government 
service use: getting help from a government official or agency, accessing 
government programs or services, and retrieving and submitting government 
forms. Users were also asked about three aspects of legal services: learning 
about laws and regulations, getting legal help, and obtaining permits and 


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licenses. Each of these activities is discussed in more detail in the following 
sections. 

Getting Help from a Government Official or Agency 

Seeking help from government officials or agencies was one of the most 
frequently reported activities, with 53 percent of those using the library 
computers to get government or legal information indicating that they used 
library computers and Internet access for this purpose (Appendix Table 57). Of 
these users, 84 percent reported that they were able to get the help they 
needed, suggesting a high follow through and outcome in this use area 
(Appendix Table 58). 


The study shows that 55 percent of the users are seeking help from a government 
official or agency. The users most likely to use the library for this purpose are: 

• People with household incomes less than twice the poverty guidelines; 

• Mixed races, Blacks or African Americans, and Native Hawaiians or Pacific 
Islanders; 

• 45-64 year olds; 

• Men; and 

• People who speak languages other than English at home. 

->Outcome: 84 percent of those seeking help from a government official or agency 
indicated that they had received the help they were seeking. 


Further analysis shows that certain populations have higher odds of using library 
computer services for seeking information about government agencies and 
officials: 

• The odds of seeking help from a government agency are higher for 
those with lower incomes, with those having a household income below 
the federal poverty guidelines higher by a factor of 1.42 and those with 
an income between 100 percent and 200 percent of the poverty 
guidelines higher by a factor of 1.48 than those with income more than 
300 percent of the poverty guidelines. 

• Users identifying with two or more races have greater odds of seeking 
government information by a factor of 1.49 than Whites and odds are 
higher for Blacks or African Americans and Native Hawaiian or Pacific 
Islanders by a factor of 1.31 and 1.30, respectively. Asians have lower 
odds of using the library for this purpose, by a factor of 0.48 compared 
to Whites. 


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14 MILLION SEEK HELP 
FROM GOVERNMENT 
AGENCIES OR 
OFFICIALS 

13.5 MILLION GET THE 
HELP THEY NEED 





• The odds of women using the library computers for this purpose are 29 
percent lower than men. 

• Users who speak a language other than English at home have odds of 
seeking information about government agencies or officials higher than 
users from English-only households by a factor of 1.52. 

In addition, users between the ages of 45 and 64 years show greater odds of 
using the library for seeking information on government agencies and 
individuals than those who are younger or older. 

Owen is a 59-year-old Vietnam veteran who earned $30,000 in 2008. He has 
been using the Enoch Pratt Free Library's computers daily, sometimes twice a 
day, for many purposes, especially information searching, email, classes and 
training, and connecting with others. Owen is a strong library technology 
advocate who looks up information for other people, helps others with their 
computing skills, and refers new people to the library's computer lab. His main 
activity involves finding information from the U.S. Department of Veterans 
Affairs. When interviewed, he was searching for information about getting hip 
replacement surgery covered and was also researching a Department of 
Veterans Affairs-covered educational program for phlebotomy that he hopes— 
despite his disability—will help him find a new career. 

Like Owen, many users of public access computing who seek help from 
government agencies are motivated to use online services for economic, health, 
and educational reasons. The wide range of government agencies that have 
moved resources online makes Internet access an essential prerequisite for 
finding assistance. 

Accessing Government Programs or Services 

Using library computing services to learn about government programs or 
services was reported by 56 percent of users seeking government or legal 
services and information (Appendix Table 59), with 37 percent of these users 
actually applying for a program or service using the library computer (Appendix 
Table 60). 


122 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


In the study, 56 percent of the users seeking government or legal services or information 
reported using the library computers to learn about government programs and 
services. 

Among all users of library computer and Internet services, those most likely to engage in 
this activity are: 

• People with household incomes below 200 percent of the poverty guidelines; 

• Users of mixed race. Blacks or African Americans, and Native Hawaiian or 
Pacific Islanders; 

• 45-64 year olds; 

• Men; and 

• People with grade school education or education beyond high school. 

->Outcome: 37 percent of these users applied for a government program or service 
using a library computer. 


Further analysis shows that certain populations have higher odds of using library 
computer services for seeking information about government agencies and 
officials: 

• The odds of learning about government programs and services are 

higher for those with lower income levels, with those having a 
household income below the federal poverty guidelines higher by a 
factor of 1.33 and those with an income between 100 percent and 200 
percent of the poverty guidelines higher by a factor of 1.51 than those 
with income more than 300 percent of the poverty guidelines. 

• Users identifying with two or more races have greater odds of seeking 
government information by a factor of 1.69 than Whites and odds are 
higher for Blacks or African Americans and American Indians or Alaska 
Natives than Whites by a factor of 1.47 and 1.80, respectively. 

• Women have lower odds of men using the library computers for this 
purpose than men, by a factor of 0.70. 

In addition, users between the ages of 45 and 64 years show greater odds than 
both older and younger users, and those with only grade school education, 
some college, a two-year degree, or post-graduate education show greater odds 
than those with a high school diploma of using the library for accessing 
government programs and services. 

The age dimension may be a reflection of health issues or employment needs. 
For example, Rick was able to receive government assistance through research 
he did on library computers. A 53-year-old from Oakland, California, Rick was 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 123 




able to receive government assistance as a result of research he did on library 
computers. Rick has disability coverage because of previous heart attacks and 
learned from using the library computers that he is eligible to receive a 
pacemaker and defibrillator. He used the library computer to apply for these 
benefits and checks the status of his coverage from the library on a regular 
basis. 

In Baltimore, Maryland, a librarian explained that although unemployment 
applications are on the rise, she was also seeing ''people who are poor 
immigrants who need to have reservations, appointments at ICE [Immigration 
and Customs Enforcement], ICE requires that they make the reservation online 
and directs them to the public library to make the reservation or the 
appointment." This is another example of the importance of public library 
computers as an adjunct to government agencies that have moved their 
services online. For many people, the library is the only way to reach these 
agencies. 

Retrieving and Submitting Government Forms 

The increasing use of online forms by government agencies for purposes ranging 
from filing tax returns to seeking citizenship makes it imperative that users have 
access to computers and the Internet. In many cases, public libraries are the 
only, or the most convenient, place for people to obtain or file these forms. 
Libraries also have the added value that library staff can provide help in cases 
where users might not have the knowledge or expertise to find or complete 
forms on their own. 

A good example of this added value came from a Teen Zone librarian in 
Oakland, California, who commented that, "For immigration, there is a whole 
family that we're helping. There were online forms that they had to fill out, but 
they didn't speak English that well so we had to get visa renewal forms for 
them. The whole family was huddled around the reference desk while we were 
trying to access this form." 

This use of library computers to obtain government forms (58 percent of 
government and legal users; Appendix Table 61) and submit them online (46 
percent of users who retrieved them; Appendix Table 62) was the second most 
frequently reported activity in the government and legal use area. 


124 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


In the study, 57 percent of those using library computers for government and legal 
services and information indicated that they had used the library computers and Internet 
services to obtain government forms. 

Of all users of public library computer services, those most likely to use the library for 
this purpose are: 

• 45-64 year olds and those older than 75; 

• Men; 

• Those with grade school or post high school eduction; and 

• People who speak languages other than English at home. 

->Outcome : 46 percent of these actually submitted a government form. 


A few factors increased the odds of someone using the library's computers to 
help find and submit government forms: 

• Users who had completed some high school or had the equivalent of a 
high school diploma had the lowest odds for use in this area than all 
other levels of educational attainment. 

• People who speak languages other than English at home have greater 
odds than those who speak English of using the library to obtain 
government forms by a factor of 1.36. 

As in other areas of government activity, users between 45 and 64 years of age 
and those older than 75 have slightly higher odds of using the library for this 
purpose than those of other ages, and the odds of men completing this activity 
are higher than those of women. 

Other types of forms that users commonly need include income taxes, social 
security, and disability applications. Marshalltown, Iowa, user Shawn and his 
girlfriend both did their taxes online at the library; another user in Oakland, 
California, Rick, discussed previously, uses library computers to fill out his social 
security paperwork: “[I] fill out forms like applications. And, I'm on Social 
Security/Disability so I have a PIN number for my social security site and I go in 
there and see if there are any changes or anything to it." 

A final example of the use of library computers for access to government forms 
was mentioned earlier. In times of disaster, the library is often the only place 
people have to access the Internet. A staff member in Fayetteville, Arkansas, 
described such a situation: "One story I remember after Hurricane Katrina 
we're only an 11-hour drive north of New Orleans the hotels were so full, 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 125 





17 MILLION 

PERFORM LEGAL 
RESEARCH USING 
LIBRARY COMPUTERS 

"Library computers 
are a big valuable 
resources for my 
disabled consumers to 
research current laws, 
the Americans with 
Disability Act 
especially." 

WEB SURVEY COMMENT 
STOCKTON, CA 


people just kept coming and there was an older gentleman here. We had him on 
a research computer and our staff helped him fill out the FEMA paperwork." 

It is clear that libraries provide a critical access point for many users to gain 
access to the forms that enable them to procure services in daily life as well as 
emergency situations. The increasing emphasis by government agencies on 
using online forms to improve the efficiency and effectiveness of their services 
means that providing access for all is particularly important, and public libraries 
provide an important part of the service delivery network. The presence of 
helpful and knowledgeable staff that can assist those users who are struggling is 
an added benefit that can be significant in many cases. 

Legal and Regulatory Issues 

For those who are in need of legal help or working with the justice system, the 
availability of computers and Internet connections at the library provides the 
opportunity not only to learn about laws, regulations, and other legal 
information, but to actually follow through on their research to complete 
activities that may be easier (or only available) in an online mode, such as 
obtaining permits and filing legal forms. 

Learning about Laws and Regulations 

A heavy use of public library computing services relates to finding out about 
laws or regulations, a growing area of need for those who cannot afford to pay 
for legal services. In the study, 60 percent of users in the government and legal 
area indicated that they had used library computers or wireless networks to 
access this type of information (Appendix Table 63). 


In the study, 60 percent of those using the library online services for government and 
legal services and information were learning about laws and regulations. 

Of all library computer users, those most likely to seek out this type of information are: 

• 45-64 year olds; 

• Men; 

• People with education beyond high school; and 

• People who speak languages other than English at home. 


The study shows that certain populations have higher odds of using library 
computer services for seeking information about laws and regulations: 

• Women show lower odds of using the library for these purposes than 
men by a factor of 0.67. 


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• The odds of someone who speaks a language other than English at 

home are greater by a factor of 1.38 than someone with English as their 
primary home language of using the library for seeking information 
about laws and regulations. 

In addition, users between the ages of 45 and 64 years show greater odds than 
both older and younger users, and those with some college, a two-year degree, 
or a post-graduate degree show greater odds than those with a high school 
diploma of using the library for seeking information about laws and regulations. 

Immigrants tell about using the library's computer services to work through the 
legalities of gaining resident status, making it possible for them to participate in 
the community more effectively. Lorenzo, an 18-yearold Oakland, California, 
user, said: "I took it upon myself to look up how to stay here legally. It's free 
information, instead of consulting with a lawyer; you can actually get free help 
online. I did that to help my entire family." 

Others used the library's computers to help friends and family avoid situations 
that could cause legal problems, by doing research ahead of time and using the 
information to make better choices than they might have without access to the 
services provided by the library. Carl, a 60-year-old retiree who uses the 
computers every day at the library in Fayetteville, Arkansas, says: "One time I 
looked up something for my sister-in-law who was taking her parrot down to 
California and I just happened to know that at that time there was an outbreak 
of this Avian Newcastle disease and I said you had better check it out, find out if 
you can take that bird down there. It was a good thing because they couldn't. Or 
if they took it there and they found out it would have to be destroyed." 

The use of public libraries for direct access to the laws and regulations of our 
country, our cities, and other jurisdictions contributes both to a better informed 
citizenry and to the ability of people to avoid unnecessary conflicts with the law 
and other regulatory agencies. The availability of these resources to those 
without other access is one important benefit that the computers and Internet 
connections in the libraries provide to their users and the communities in which 
they live. 

Getting Permits and Licenses 

As legal and regulatory agencies move toward more online services, being able 
to learn about and apply for permits and licenses online becomes a necessary 
part of many people's lives. Results from the survey show that 44 percent of the 
government and legal users find information on permits and licenses (Appendix 
Table 64), and 27 percent of those using it for this purpose (Appendix Table 65) 
go on to actually apply for a permit or license through the library computers. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 127 


12 MILLION LEARN 
ABOUT PERMITS OR 
LICENSES 

"/ looked up 
information to obtain 
a hunting license at 
the Ohio Dept, of 
Natural Resources 
website." 

WEB SURVEY COMMENT 
COLUMBUS, OH 

3.3 MILLION APPLY 
ONLINE USING A 
LIBRARY COMPUTER 

"I renewed my car 
registration." 

WEB SURVEY COMMENT 
Richmond, VT 




Getting permits and licenses was reported as an activity by 44 percent of the users who 
were looking for government or legal information or services. 

Among all users of library online services, those most likely to engage in this activity are: 

• Latinos or Hispanics; 

• All races other than White; 

• 45-54 year olds; 

• Men; 

• People with some college or two-year degrees; and 

• People who speak languages other than English at home. 

Outcome : 27 percent of these users applied for a permit or license. 


The odds are higher that people with the following characteristics will use 
library computers to look for information on permits and licenses: 

• Latinos or Hispanics, by a factor of 1.66 over those who are non-Latino 
or non-Hispanic. 

• Mixed race, Black or African American, Asian, American Indian or Alaska 
Native, or Native Hawaiian or Pacific Islander users, by a factor of 1.64, 
1.44, 1.52, 1.31, and 2.07, respectively, over Whites. 

• Women show lower odds than men of use for this purpose by a factor 
of 0.74. 

• Those who speak a language other than English at home by a factor of 
1.41 over someone with English as their primary home language. 

In addition, users between the ages of 45 and 54 years show greater odds than 
both older and younger users, and those with some college or a two-year 
degree show greater odds than those with a high school diploma of using the 
library to learn about permits and licenses. 

An example of this use comes from an interview in Baltimore, Maryland: 23- 
year-old Emilio from the Dominican Republic who used the library computers to 
help a friend get a passport. His friend needed the address of the office in 
Washington, D.C., where a passport could be obtained on short notice, and 
Emilio was able to find that information for his friend. 

As with those who use the library to find government forms, the availability of 
the computers and Internet connections provide access to regulatory services 
that are important in day-to-day activities, and may not be available to them 
without the library's services. 


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Getting Legal Help 

Finding legal help can be a challenge for many people, and the library computer 
services are often one way to get that help. Indeed, more than 38 percent of the 
users indicated that they had used their library's computing services to research 
or get assistance with legal issues (Appendix Table 66), with 83 percent of those 
who used the library for this purpose (Appendix Table 67) indicating that they 
had found the legal help needed to assist them with their problems. 


More than 38 percent of government and legal users looked for advice or assistance 
with a legal question or problem. 

Of all library computer users, those most likely to use the library for this purpose were: 

• People with household incomes below 200 percent of the poverty guidelines; 

• Hispanics; 

• All races other than White; 

• 45-54 year olds; 

• Men; 

• People with some high school or some college; and 

• People who speak languages other than English at home. 

->Outcome : 83 percent of these users indicated they had found the legal help they were 
looking for. 


The study shows that the odds of seeking legal help are higher for those with 
certain characteristics: 

• People with household income below the federal poverty guidelines 
have higher odds by a factor of 1.71. Those with income between 100 
percent and 200 percent of the poverty guidelines were higher by a 
factor of 1.75 than those with incomes more than 300 percent of the 
poverty guidelines. 

• The odds of Latinos or Hispanics using the library for this purpose were 
higher by a factor of 1.53 than those who are non-Latino or non- 
Hispanic. 

• Mixed race, Black or African American, Asian, American Indian or Alaska 
Native, or Native Hawaiian or Pacific Islander users have higher odds of 
using the library for this purpose than Whites (by a factor of 1.72, 1.48, 
1.25, 1.27, and 2.50, respectively). 

• The odds of men using the library for this purpose were higher by a 
factor of 1.27 over women. 


Opportunity for All: How the American Public Benefits from Internet Access 3t U.S. Libraries | 129 





• Those who speak a language other than English at home were higher for 
this use by a factor of 1.43 over someone with English as their primary 
home language. 

In addition, users between the ages of 45 and 54 years show greater odds than 
both older and younger users, and those with some high school or some college 
show greater odds than those with a high school diploma of using the library to 
seek legal help. 

Users interviewed in the study indicated that they used the library computers in 
many ways to help them with legal problems. Moses, a 29-year-old man with a 
disability who relies solely on the Fayetteville library for his computer and 
Internet access, described researching specific laws when his brother was 
accused of a felony that he argued was unwarranted. Moses was able to help 
his brother by becoming familiar with the law and how it applied to his brother's 
situation. As a result, Moses' brother was not charged with the crime. 

Cornelius (discussed previously in Employment), a 51-year-old who was 
formerly homeless, used library computers to seek legal help for a woman he 
was providing care for in exchange for a place to live. His charge was an adult 
woman with severe cognitive and physical disabilities, who had recently been 
declared legally incompetent. Cornelius used the library's computers to research 
her case and learn how to submit a countersuit. He filed the documents online 
and was able to get the ruling overturned. Today, the woman has supervised 
visitation rights with her son because of Cornelius' skilled use of the library's 
computer resources for iegal help. 

These and many other instances point out the active use people make of the 
library's computers for access to the legal system and as a means of finding help 
for their legal problems. In some cases, it makes a difference not only in their 
own lives but in those around them. Particularly for those who are unable to 
afford or find legal assistance or advice, the library provides a way for them to 
gain access to an important resource, and gain valuable information that can 
help them in many ways. 

Conclusion 

The wide variety of activities reported by users in the realm of government and 
legal services demonstrates the intricate connection between users and their 
community on a local, regional, and national level. The increasing reliance of 
government agencies and the legal system on online transactions, from 
reservation systems for immigration appointments to legal filings, makes it ever 
more important to ensure that all people have access to these services. 


130 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


The characteristics of those users who have higher odds of using the public 
library services to accomplish the many activities described in this section, from 
obtaining government forms, to learning about laws and regulations or 
government programs or services, to gaining help from a government official or 
agency, indicates that many of them would not be able to gain access to these 
services were it not for the library. In particular, those people who have no 
other access to the Internet except at a public library, those with lower incomes, 
and those speaking languages other than English at home stand out as primary 
beneficiaries of these services. 

Free access to the Internet through the library's computing services is an 
important adjunct to government and judicial efforts to move programs online, 
and should be considered an integral component of efforts to make those 
services more widely available, not just to those who have home or work access 
to the Internet, but to everyone, including those who may only be able to access 
these services at their local library. 

7.5 Participating in Community Life 

With the increasing use of the Internet and online media to support political and 
social activities and provide access to news and current events across the 
country , access to the Internet becomes an important component of community 
life. The study found that people use their library's computers and Internet 
connection to organize or participate in community groups, volunteer, engage in 
political and social causes, and keep up with the news and current events. 

The actions enabled by access to the library computers for many users are 
perhaps even more important, ranging from finding funding sources or members 
for community groups to donating to political or social causes. As communities 
become more distributed and less based on geographic proximity, the library is 
helping those who might otherwise have no other access to online communities 
participate in an active way in our society. 

Overall, 33 percent of users (25.5 million people) used their public library's 
computer and Internet resources to learn about social or political issues or to 
participate in community life. Of these users, 40 percent indicated they had 
undertaken activities in this area for a relative, friend, colleague, or someone 
else in the past year. 


Since the publication of Robert Putnam's Bowling Alone in 1995, researchers 
across many disciplines have paid increased attention to the notion of civic 
engagement, and the effect of technology on participation in political and 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 131 



community affairs. Although Putnam emphasized the negative effect of 
technology on civic engagement, many organizations, including international 
and domestic government agencies, nonprofits, and universities, have been 
working toward developing ways to harness technology to increase 
participation in collective efforts in the public sphere. 

The following section explores the ways that people use public library computer 
and Internet services to participate in their communities and the national 
political arena. An overview of the most frequent types of use reported in this 
area and the characteristics of users who engaged in these activities is followed 
by a more in-depth look at each of the three activity areas the U.S. IMPACT 
Study surveys asked about: 

• Organizing and managing community groups; 

• Participating in political and social activities; and 

• Keeping up with news and current events. 

For each of these areas, survey results discussing the number and characteristics 
of the users are illuminated by excerpts from interviews with library staff and 
administrators, community agencies, and the users themselves. 

Most Prevalent Users for Community 
Participation 

Roberto, a 60-year-old man who was introduced in the discussion of power 
users, provides a good example of how people use the library for community 
engagement. He gets his news through the Fayetteville Library's Internet 
services: "News, I don't bother with newspapers any more. I don't have a TV 
and no cable access, and so either the radio, NPR, or the computer access for 
news is my primary news source. I like staying on top of the news." The library's 
Internet services also allow him to participate in national events: "I watched 
Obama's inauguration here... I couldn't go to Washington but it still felt like a 
historical moment watching it with the community here." 

He also is an active participant in political affairs through his use of the library 
computers to participate in independent media: "I'm listening in real time - I'm 
typing up what's going on... I'm putting it on the Indie Media Network so that it 
was going out to a global audience. Citizen journalism at a level I've never seen 
before, and I learned to do that using the library computers and the higher 
bandwidth they have here." Roberto's use of the library computers and Internet 
connections demonstrate that they can be powerful agents for including those 


132 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


who may not have other means of access to local and national community 
activities. 


Summary of Findings 

The study shows that 33 percent of the users take advantage of library computers to 
participate in community life. 

Use on behalf of others is also reported in this area, with 40 percent of community 
participation users indicating that their use was for a relative, friend, colleague, or 
someone else. 

The use of library technology for activities related to community participation is highest 
among: 

• People without access to the Internet except at a public library; 

• Lower income and impoverished people; 

• Hispanic or Latino people; 

• People of mixed race, Blacks or African Americans, American Indians or Alaska 
Natives; 

• 14-24 year olds; 

• Men; and 

• Those with some high school or education beyond a high school degree. 


The U.S. IMPACT Study shows that lower income users (those making less than 
300 percent of the poverty guidelines) have higher odds of using the library's 
online services for community participation than those making more than 300 
percent of the poverty guidelines (by a factor of 1.34 for those below the 
poverty guidelines, rising to a factor of 1.43 for those making 200-300 percent 
of the poverty guidelines). Other user characteristics that affect the likelihood of 
use for this purpose include: 

• The odds of Latinos or Hispanics using the library for this purpose are 
greater by a factor of 1.47 than non-Latinos or non-Hispanics. People 
who are of mixed race, Black or African American, or American Indians 
or Alaska Natives have higher odds (by a factor of 1.33, 1.36, and 1.58, 
respectively) than Whites of using the library computers for community 
purposes. 

• Perhaps because of their familiarity with technology, the study also 
found that younger library users had higher odds of using the 
computers for these purposes as well (14—18 year olds by a factor of 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 133 




1.86, and 19-24 year olds by a factor of 1.79 greater than those older 
than 75 years). 

• As in many other areas explored in this study, women show lower odds 
(by a factor of 0.75) of using the library for community engagement 
than men. 

• Finally, those individuals with education levels of some high school or 
higher than a high school diploma uniformly show higher odds of use for 
community engagement than those with a high school diploma, perhaps 
indicating a greater awareness of social and political events. 

Activities Related to Participating in 
Community Life 

The top activities related to participating in community life were keeping up 
with current events through news websites and learning about political 
candidates or social causes (Figure 15). Users in the area of community 
participation showed mostly minor variations across all reported activities in 
this area based on whether they depend solely on the library for their Internet 
access or have alternative access at home, school, or work. The one area where 
those who had access only at the library showed higher use was in the use of 
library online services to keep up with news and current events (85 percent 
compared to 80 percent). Conversely, those users with alternative access 
showed a higher use for organizing or managing a club or nonprofit organization 
(27 percent compared to 20 percent). 


134 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Figure 15: Top community participation activities by user type 


Keep up with current 
events through news 
websites 

Learn about political 
candidate or social issue 


Organize or manage 
activities of a club or 
nonprofit organization 

Learn about starting a 
club or nonprofit 
organization 

Make a donation to a 
political candidate or 
social cause 



■ All community engagement users 

■ Reliessolely on the library for access to the Internet 
Has access to the Internet at home, school, or work 

Source: 2 009 U.S IMPACT Study telephone andwebsurvey 

Asked of public library computer and wireless users whoused library Internet connections for community 
engagement purposes 


Participating in Community Life 

For the purposes of identifying community activities that could be accomplished 
through the use of library computer services, this study defined civic 
engagement as individual and collective actions using online resources designed 
to identify and address issues of public concern, including efforts to work with 
others in a community to solve a problem or interact with the institutions of 
representative democracy. Flowing from this, the study asked about three core 
activities: organizing and managing community groups, participating in political 
and social activities, and keeping up with the news and current events. 

Organizing and Managing Community Groups 

Participation in civic groups, including clubs, community organizations, and 
nonprofit associations, although not one of the most frequent uses of public 
access computing services and resources, is important for many users and has 
broad implications for the impact of the library on community connectedness. 


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4 MILLION LEARN 
ABOUT STARTING A 
CLUB OR NONPROFIT 
GROUP 

6 MILLION MANAGE 
THEIR GROUP'S 
ACTIVITIES 

"We used the Internet 
to develop o working 
donor list to provide 
funding for an 
international problem 
solving competition." 

WEB SURVEY COMMENT 
TULSA, OK 


Nearly 16 percent of community participation users, or 4 million people, learned 
about starting a club or nonprofit association (Appendix Table 70) and 35 
percent of these users actually started a club or association (Appendix Table 71). 


The study shows that nearly 16 percent of community participation users (4 million 
people) learned about starting a club or a nonprofit association. 

Among all users of library online services, those most likely to use the library for this 
purpose are: 

• People who are of mixed race, Blacks or African Americans, or American 
Indians or Alaska Natives; 

• Men; and 

• Those who speak languages other than English at home. 

Outcome : 35 percent of uses who learned about starting a club or nonprofit (1.4 
million people) indicated that they had used the information they found to start a club 
or nonprofit organization. 


People who are of mixed race, Black or African American, or American Indian or 
Alaska Native have higher odds (by a factor of 2.06, 1.99, and 1.60, respectively) 
than Whites of using the library computers for finding information about 
starting a club or nonprofit association. The odds of women learning about 
starting a club or association were lower than men by a factor of 0.58, and the 
odds of those who speak a language other than English at home were higher by 
a factor of 2.00. 

Nearly 25 percent of users organized activities of an already established club, 
civic or community group, or nonprofit association (Appendix Table 72). Users 
with incomes less than 300 percent of the poverty guidelines have higher odds 
of using library computers for this purpose than those with incomes 300 percent 
or greater than the poverty guidelines. The odds of American Indians or Alaska 
Natives are greater by a factor of 1.33 than Whites of using the library for 
managing a community organization, and the odds of using the library for this 
purpose increase steadily with increasing education beyond a high school 
degree. Finally, those whose language at home is other than English have higher 
odds by a factor of 1.73 than those whose primary home language is English of 
engaging in this activity. 


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Nearly 25 percent of community participation users manage the activities of a club or 
nonprofit association using the library's online services. 

Of all users of library computer services, those most likely to use the library for this 
purpose are: 

• People with household incomes less than three times the poverty guidelines; 

• American Indians or Alaska Natives; 

• People with education beyond a high school degree; and 

• People who speak languages other than English at home. 

Outcomes: 

• Of users who said they used library computers to manage a club or nonprofit, 
76 percent scheduled meetings with members of their organization. 

• Of users who said they used library computers to manage a club or nonprofit, 
68 percent used the library computers to promote their organization's activities 
or recruit new members. 

• Of users who said they used library computers to manage a club or nonprofit, 
33 percent looked for grants or funding for their organization. 

o 57 percent of those who looked for grants applied for funding. 
o 68 percent of those who applied for grants received funding (over 
813,000 people). 


The study asked further questions about these activities and found that users 
had specific things they were trying to accomplish through their use of the 
library's online services. These include scheduling or reporting on meetings (76 
percent of the users who reported using the library computers to manage a club 
or nonprofit; Appendix Table 73), promoting activities or attracting new 
members (68 percent of these users; Appendix Table 74), and looking for grants 
or funding (33 percent of these users; Appendix Table 75). 

In this last category, 57 percent of the users who looked for funding (about 1.2 
million people) indicated that they had actually applied for grants or funding 
(Appendix Table 76), and 68 percent of those users who applied (over 813,000 
people) had actually received funding (Appendix Table 77). This is concrete 
evidence that libraries are providing the necessary tools and monetary support 
for people to engage in community activity, providing a valuable service to their 
users who may not have access to other means of connecting with people in 
their community. 

Examples of these community organizing activities come from many different 
areas. In Baltimore, Maryland, a librarian recounted the story of a user who, 
"plans her church bible school and does stuff on the computer for the handouts. 
This is a place where service people like her come to use the computer; they do 


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newsletters, calendars, flyers, and all that sort of thing." Charise, a 63-year-old 
retired school teacher who was visiting family in Marshalltown, Iowa, at the 
time of her interview at the library, also uses the library computers to 
participate in church activities: "It keeps me up to date on my activities in 
Minneapolis. I'm active in my church, and I sometimes have church emails to 
write and answer." 

Oakland, California, patrons, both adults and youth, reported using the library 
computers for organizing community groups. The Oakland youth focus groups 
included one consisting of members of the library's youth advisory board. A 
member explained, "On the leadership council we also take minutes, so we 
actually take turns taking minutes and we type it up and send it to everyone. 
There's also a group, a Yahoo group for the YLC so we use Internet for that." 
Another participant added, "We have an upcoming project and we're going to 
use the Internet to help create posters because we're trying to recruit YLC 
members." 

A user in Oakland also noted her use of public computing resources to help with 
her role in a nonprofit organization: "I take the meeting notes and type it up so I 
have to use the Internet to send it to everybody. I also do the statistics." 

Ophelia, a 20-year-old college student introduced in the Education section, uses 
the computers for multiple purposes, including supporting her father's business. 
She is the secretary for her sports club at UC Berkeley and uses the computers 
at Oakland's libraries "to talk with the treasurer" because she can "keep up-to- 
date on how much money [they] have for travel expenses." 

Although we did not specifically ask, 87 survey respondents reported that they 
used the library computers to find out dates and times for events in their local 
communities either through news outlets or government websites. For example, 
a patron of the Free Library of Philadelphia in Pennsylvania uses the computers 
for "looking at event calendars for city-sponsored events and community- 
sponsored events like block clean-ups." Users also reported using office 
applications on library computers to manage mailing lists or create fliers for 
community groups. 

These examples, and many others, provide evidence that public library 
technology provides important resources for building community within 
populations that may not have other means of connecting with each other. This 
role may help integrate these users into the larger community, or provide a way 
for them to build support for their community needs by providing the important 
online tools that allow them to stay in touch, raise funds, and recruit new 
members. Although the percentage of users reporting these activities is smaller 
than other uses, these users are actively engaged in working with their 


138 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


community and making a difference in the lives of others through their 
activities. 

Volunteering 

Although this study did not ask about the use of library computers to find 
volunteer opportunities, survey comments showed volunteer activity occurring 
in many different situations. For example, one respondent reported having 
found a volunteer opportunity with the American Red Cross, and another 
reported getting involved with his local chapter of the Big Brothers/Big Sisters 
organization. 

A user in Fayetteville, Arkansas, described finding volunteer opportunities 
through the library's computers: "Occasionally, I will see a site about some local 
thing going on, like there was a clean-up of a creek and there's a website for a 
little organization that does restorations of wetlands and that sort of thing, and I 
found about the whole thing; I participated in that." 

An Oakland, California, user described her use of the library computers for 
volunteer activity: "One of my friends wanted to volunteer. So she wanted to do 
something in childcare, [she has] fun doing that. So I really didn't know where to 
go on the computer but went to Americanvolunteers.com and they had 
childcare and tutoring and all kinds of other stuff on there." 

In addition, the library's computers sometimes were used for actual volunteer 
activities. For example, some respondents reported using the library computers 
to tutor others. 

Participating in Political and Social Activities 

Perhaps not surprising, considering that data collection occurred in an election 
year, learning about political and social issues and political candidates was a 
high use of library computer services: 80 percent of community participation 
users used the library's computers to learn about political candidates or social 
issues (Appendix Table 78). Evidently, these users do more than learn about 
political issues, however, because 76 percent of these users also used library 
computers and Internet connections to help them decide whether to support a 
political cause or candidate (Appendix Table 79). 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 139 


The study shows that 80 percent of community participation users learned about a 
political issue, a candidate for office, or a social cause. 

Of all users of library technology services, those most likely to use the library for this 
purpose are: 

• People with household incomes less than 300 percent of the poverty guidelines; 

• People of mixed race, and Blacks or African Americans, and American Indians or 
Alaska Natives; 

• 14-24 year olds and 45-74 year olds; 

• Men; and 

• People with some high school education or education beyond a high school 
diploma. 

->Outcome : 76 percent of the users learning about a social or political issue or 
candidate indicated that the information they found helped them decide whether to 
support the issue or candidate. 


Certain characteristics increased the odds of users engaging in political activity 
using library computers: 

• Users with incomes less than 300 percent of the poverty guidelines have 
higher odds of using library computers for this purpose than those with 
incomes 300 percent or greater than the poverty guidelines. 

• People who are of mixed race, Blacks or African Americans, or American 
Indians or Alaska Natives have higher odds (by a factor of 1.30, 1.22, 
and 1.40, respectively) than Whites of using the library computers for 
finding information about political or social issues. 

• The odds of youth (age 14-24 years) and people aged 45-74 years were 
higher than those aged 75 years or older of using the library's online 
services to learn about social or political causes. 

• The odds of women were lower by a factor of 0.67 than men of using 
the library computers for political and civic activities. 

• Those with education levels more than a high school diploma showed 
the highest odds ratios of engaging in political or social activities, 
perhaps reflecting a greater political awareness from their education, 
although those with some high school also showed higher odds than 
those with a high school diploma but lower than those with post-high 
school education. 


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Similar to the reluctance to use the library computers found in activities 
associated with other financial transactions, however, only 10 percent of the 
community participation users made a donation to a political cause or candidate 
using a public access computer or wireless Internet connection (Appendix Table 
80). 


Of the library computer users who engaged in community participation activities, 11 
percent used the library computers to make a donation to a political candidate or 
social cause. 

Of all library computer users, those most likely to use the library for this purpose are: 

• People of mixed race, Blacks or African Americans, and American Indians or 
Alaska Natives; 

• 23-34 and 55-74 year olds; 

• Men; and 

• People who speak languages other than English at home. 


A few factors increased the odds of someone using the library's computers to 
make a donation to a political candidate or social cause: 

• People who are of mixed race, Blacks or African Americans, or American 
Indians or Alaska Natives have higher odds (by a factor of 2.68, 2.18, 
and 3.21, respectively) than Whites of making a political donation 
through the library's online services. 

• The odds of people age 25-34 and 55-74 were higher than those aged 
75 years or older. 

• The odds of women were lower by a factor of 0.59 than men of using 
the library computers for political donations. 

• Finally, those whose language at home is other than English have higher 
odds by a factor of 2.00 than those whose primary home language is 
English of engaging in this activity. 

Interview subjects from the case studies provided additional depth for 
understanding what types of activities people engage in under the broad 
question asked in the survey. Avery, who is semi-retired at age 60, for example, 
watched the presidential debates and inauguration on the public access 
computers at the Fayetteville Public Library: I watched all the debates online... 
because I don't have a television. I didn't get all of the hype but I got the 
debates. It was fabulous." 


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Zachary, who is 24 years old and unemployed, was living in a homeless shelter in 
Marshalltown, Iowa, and about to move to a larger city. He used the library 
computers and Internet access to organize political events in his area. He 
participated in the local Republican Party exhibit at last year's Oktoberfest, and 
used email and Facebook to publicize the event and get others involved. 

Zachary also uses the library Internet to email politicians about issues that are 
important to him. 

Survey respondents also expanded on their use of the computers for learning 
about political and social issues. A patron from Prince George's County, 
Maryland, reported that she used the library's computers to track legislator 
voting records and to contact them regarding specific issues of interest to her. 

Keeping up with News and Current Events 

Access to news websites was one of the highest uses of library computers and 
Internet connections, with 81 percent of the community participation users 
reporting having used the library for this purpose (Appendix Table 81). 


Of those users who used library computers and Internet connections for community 
participation, 81 percent of users keep up with current events through online news 
sites. 

Of all library computer users, those most likely to use the library for this purpose are: 

• People with household incomes less than three times the poverty guidelines; 

• People of mixed race, Blacks or African Americans, and American Indians or 
Alaska natives; 

• Men; and 

• People with some education beyond a high school diploma. 


Factors that tend to increase the likelihood of library use for this purpose 
include: 


• Users with incomes less than 300 percent of the poverty guidelines have 
higher odds of using library computers for this purpose than those with 
incomes 300 percent or greater than the poverty guidelines. 

• People who are of mixed race, Blacks or African Americans, or American 
Indians or Alaska Natives have higher odds (by a factor of 1.33,1.29, 
and 1.60, respectively) than Whites of using the library computers for 
accessing news and current events. 


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• The odds of women were lower by a factor of 0.70 than men of using 
the library computers for keeping up with the news. 

• Those with education levels more than a high school diploma showed 
higher odds ratios of engaging in this activity than other levels of 
educational attainment. 

Besides keeping abreast of local news, case study and web survey respondents 
emphasized their use of the library's computers for keeping up with news from 
other places, both to gain an international perspective on U.S. and world affairs, 
as well as keeping up with local news from hometowns or other locales with 
which they have a connection. Fayetteville, Arkansas, user Sheldon, a 38-year- 
old sports editor, reflected this type of use, "I'm a transplant from Kentucky so 
I'm usually looking at newspapers in Kentucky." For Sheldon, the library serves 
as his only source of computer and internet access; he particularly values the 
library's physical location in the community and its internal setting which he 
described as conducive for meeting up with friends. 

In Marshalltown, Iowa, a staff member at an education training center that 
works with primarily immigrant populations explained, "A lot of [immigrant] 
students go online to find articles from newspapers in their countries and they 
like to know what is going on in their countries so they are reading the 
newspaper online." 

A teen librarian in Oakland, California, commented that using the library 
computers for younger patrons: 

...is just how they learn about what's going on in the world, whether 
they read some news or music or what's happening. It broadens 
people's horizons, it makes them see more of the world, stumbling 
upon it on the Internet and realizing that there's more than just their 
block. People just see things locally and nothing else seems to matter 
but if you can expose people to different things, maybe they can see 
things differently, expand their horizons. 

Conclusion 

There are two roles the library's computers and Internet services can play in 
community participation: enabling engagement in local activities related to 
community life, or by providing a window to the wider world through access to 
national political events and current events. Across all the activities discussed in 
this section, whether the users are organizing or managing a club or association, 
or engaging in political activity at a local or national level, or keeping up with the 


Opportunity for All: How the American 


Public Benefits from Internet Access at U.S. Libraries | 143 


news and current events in their hometown or across the world, the public 
library provides a critical resource through their online services. 

Although the percent of users actively engaged in managing or organizing 
community organizations is relatively small, this is not atypical of the society at 
large, where a small percentage of the population are the ones who are leaders 
and enablers within any realm. The characteristics of the users who are more 
likely to engage in this activity, with lower income levels, languages other than 
English at home, and less likely to have access to the Internet elsewhere, 
suggest that the library is providing a way for these emergent leaders to help 
their community take care of itself and provide a safety net for people who 
might not otherwise have support. 

On the broader political horizon, the ability of people who are less likely to have 
access to the Internet elsewhere to gain entry to the political conversation is 
important at both a local and national level as a way to grow and maintain an 
informed and involved citizenry. The fact that youth in particular seem to have 
higher odds of using the library for political engagement is worth further 
exploration to find out what it is about libraries that encourages them to take 
advantage of the services there for this purpose. 

The uses reported on in this section show the many ways that users take 
advantage of the availability of computer and Internet access at public libraries 
to foster community, and participate in our democratic society. The library's 
services are clearly being used by many to build stronger local communities and 
stay engaged in our national political process, helping to create the kinds of 
social ties that Robert Putnam pointed out almost two decades ago are so 
important to healthy communities in Bowling Alone. 

7.6 Managing Household Finances 

Online bonking, web-based bill payment systems, investment advice, and loan 
and credit information are all commonplace services offered through the 
Internet in today's world. Comparison shopping has become easy with online 
tools and the buying and selling of goods and services through the Internet is a 
new engine in the U.S. economy. All of these activities save time and money for 
those who can take advantage of them and, for many people, are a part of their 
daily routines. 

Not everyone has ready access to these services at home or work, however, and 
this study found that a large percentage of people who use the library's online 
services (25 percent) are engaged in financial management and the purchasing 
of goods and services, with 29 percent of these users helping others with these 


144 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


tasks. For many, this access provides the only way to accomplish important 
activities that help keep their finances solvent and manage their money 
effectively. 

Banks, investment companies, credit and loan organizations, and online retailers 
may be surprised to learn of the variety of financial activities taking place in the 
public library, and would do well to consider this market as an important one 
when designing their services. Partnerships with libraries in the delivery and 
support of their offerings could both increase their business and help educate 
their customers in the effective use of their online services. 


The following section explores the ways that people use public library computer 
and Internet services to manage their household finances and compare and 
purchase goods and services. An overview of the most frequent types of use 
reported in this area and the characteristics of users who engaged in these 
activities is followed by a more in-depth look at each of the two areas and six 
activities the U.S. IMPACT Study surveys asked about: 

• Managing household finances, including doing online banking, paying 
bills, managing investments, and managing debt; and 

• Comparing and purchasing goods and services, which consists of 
comparing products and services, and buying and selling online. 

For each of these areas, survey results discussing the number and characteristics 
of the users are illustrated by excerpts from interviews with library staff and 
administrators, community agencies, and the users themselves. 

Most Prevalent Users for Financial 
Management Activities 

Managing money for personal needs, finding out how to reduce debt or look for 
loans, looking up financial information, or engaging in researching, buying, and 
selling products is becoming a part of everyday life for many Americans. 

Without access to the Internet, many of these activities are becoming harder to 
complete, with dwindling face-to-face services available and less emphasis on 
personal service from financial institutions. Individuals without access are likely 
to pay more, spend more time conducting financial transactions, and fall farther 
behind in their financial management activities, exacerbating debt or credit 
problems. 


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Overall Financial Management Use 

The study shows that 25 percent of the users take advantage of library computers for 
activities related to financial management. 

Use on behalf of others is also reported in this area, with 29 percent of financial 
management users indicating that their use was for a relative, friend, colleague, or 
someone else. 

The use of library technology for activities related to financial management participation 
is highest among: 

• People without access to the Internet except at a public library; 

• People of Latino or Hispanic heritage; 

• People of mixed race, Blacks or African Americans, American Indians or Alaska 
Natives, and Native Hawaiians or Pacific Islanders; and 

• Those with grade school or some post high school education. 


The importance of this resource for those who might not have access elsewhere 
was described by one of the staff members we interviewed in Oakland, 
California: 

At Temescal, there's a large immigrant population from Ethiopia and 
Eritrea...a lot of the kids we knew from that community were pretty 
much running the finances of their family. One girl used [the computer] 
everyday... she had figured out a way to have it show the characters and 
it was actually typing in Amharic. 

This use of the library's computers to manage finances helps individuals as well 
as families to pay their bills, manage debt, or otherwise keep track of their 
financial resources. 

This study found that 25 percent of public library computer users engaged in 
activities related to their finances or buying and selling goods (Appendix Table 
82), with 29 percent of those users reporting use on behalf of someone else 
(Appendix Table 83). User characteristics associated with a higher likelihood of 
using library technology for this purpose include: 

• People of Latino or Hispanic heritage have odds of use for financial 
management activities higher by a factor of 1.51 than those of people 
with non-Latino or non-Hispanic heritage. Those of mixed race, Blacks or 
African Americans, American Indians or Alaska Natives, or Native 
Hawaiians or Pacific Islanders also had higher odds of this type of use 
(by a factor of 1.59, 1.29, 1.23, and 1.21, respectively) than Whites. 


146 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 






• Odds were consistently higher for use in this area for those with 
education more than a high school diploma, with the anomaly that 
those with only a grade school education also showed higher odds of 
use than those with high school diplomas. 

In looking at individual activities, the higher odds by people with only grade 
school education occurs primarily in the management of household finances, 
not in the buying and selling of goods online, perhaps indicating a deeper 
penetration of online banking services into the general population than 
activities related to eCommerce, which might be perceived as discretionary 
activity. The one anomaly here is the higher odds of those with a grade school 
education of monitoring online investments. This would be an interesting area 
for further exploration in future studies. 

A significant finding in the area of finance is that of public access technology 
users who did not use library computers for this purpose, A large percentage 
indicated that their reason for nonuse had to do with security (19 percent) or 
privacy (18 percent) concerns; far fewer respondents cited these reasons for 
nonuse in the other activity areas discussed in this report (Appendix Table 84). 
As in other areas where transactional activities occurred (making donations to 
political causes, for instance), there seems to be a reluctance to use public 
computers for this purpose. This presents an opportunity for commercial or 
public entities that depend on private online transactions to investigate more 
effective methods of working with public institutions such as libraries to 
improve the ability of people to conduct business online in a secure and private 
manner, through education, resources, or services specifically tailored to users 
in a public environment. 

Activities Related to Meeting Financial 
Needs 

The top financial activities users accomplished with public access technology 
were managing bank accounts, making online purchases, and paying bills. Users 
of library online services for financial management activities who rely solely on 
the library for their Internet access show higher use than those who have 
alternative access at home, school, or work in a number of activities, including 
purchasing items online (57 percent compared to 52 percent), comparing 
products and services (52 percent compared to 48 percent), looking up credit 
ratings (25 percent compared to 13 percent), and managing debt (19 percent 
compared to 13 percent), and obtaining loans (12 percent compared to 10 
percent) (Figure 16). Conversely, those who have alternative access show 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 147 


higher use of library computers for online banking (65 percent compared to 57 
percent) and selling items online (13 percent compared to 10 percent). 


Figure 16: Most common financial activities by user type 


Do online banking 


Purchase something 


Pay bills 

Compare products or 
services 

Monitor investments 


Lookup creditrating 


Manage debt 


Sell something 


Get a loan 



■ All financial users 

■ Relies solely on the library for access to the Internet 
Has access to the Internet at home, school, or work 

Source: 2009 U.S. IMPACTStudy telephone andwebsurvey 

Asked of public library computer and wireless users who used library Internet connections for financial 
purposes 


148 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 



Managing Household Finances 

For many people, the use of the Internet to manage their bank accounts, pay 
bills, investigate investment opportunities, and manage their credit history and 
loans is a routine activity. This ability to transact financial activities online saves 
time and often money, as well as offering opportunities to take advantage of 
services that may not be available without a considerable investment of time 
and energy in the offline environment. When online access is limited, or 
disrupted, the library may be the only place that this business can be conducted. 
The following section explores the use of the library's online services for some 
of these activities: doing banking, paying bills, managing investments, and 
managing credit and debt. 

Doing Banking 

Nearly 62 percent of users engaging in financial activities on library computers 
indicated that they had engaged in online banking (Appendix Table 85). 


The study shows that nearly 62 percent of users doing financial activities on library 
computers (nearly 12 million people) engaged in online banking. 

Of all users of library computers and Internet connections, those most likely to use the 
library for this purpose are: 

• People with household incomes below 300 percent of the poverty guidelines; 
and 

• People who have a grade school education or higher education than a high 
school diploma. 


The study showed that people with household incomes below 300 percent of 
the poverty guidelines had higher odds of using the library computers for online 
banking than those making more than 300 percent of the poverty guidelines. In 
addition, those with some post high school education and those with only a 
grade school education had higher odds than those with a high school diploma 
or GED of engaging in online banking. 

A number of users spoke to the value of the library computers for their online 
banking needs. A long-time user of library computing services in Baltimore, 
Natascha, 20, wants to go to college to become a forensic scientist. She 
explained that one of her main uses of the computers is to do online banking, 
and that she uses her bank's online financial planning tools to create a budget. 
One of her main reasons for preferring the library to do computing is its 
environment and rich range of other services. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 149 




12 MILLION MANAGE 
BANK ACCOUNTS 
ONLINE USING 
LIBRARY COMPUTERS 

10 MILLION PAY BILLS 

4 MILLION MONITOR 
INVESTMENTS 

"I view Value Line, an 
electronic investment 
report. It's too 
expensive for me to 
buy. I am delighted 
the library has 
electronic access to 
Value Line. I use it 
every week to review 
stocks." 

WEB SURVEY COMMENT 
GALESVILLE, MD 


Nancy, a 48-year-old Fayetteville, Arkansas, resident, uses the computers for 
many purposes, including attending online massage school, finding information 
for work, keeping up with the news, helping her son complete college 
admissions and loans applications; however, checking her savings account and 
paying bills, especially her house payment, are regular activities. 

Regis, a 53-year-old retired college graduate who earned $11,000 last year, 
described using the library computers to access, "the Internet banking system 
for my bank to check my account balances and to pay bills, too." Regis relies 
solely on the library for his computer access since his laptop was stolen, which 
he cannot afford to replace, and uses the computers for such additional 
purposes as shopping and writing music for his guitar. Like Natascha, Nancy, and 
Regis, many others have come to rely on the public library's computers as a way 
to keep up with their banking needs and make sure their finances are in order 
without the time and expense of having to travel to financial institutions in 
person. 

Paying Bills 

About 50 percent of financial management users used the library's online 
services to pay various types of bills, ranging from credit cards to house 
payments (Appendix Table 86). 


The study shows that about 50 percent of financial management users (9.7 million 
people) paid bills online. 

Of all library computer users, those most likely to use the library for this purpose are: 

• People of Latino or Hispanic origin; 

• Those between the ages of 25 and 34 years; and 

• People with education beyond high school. 


Those of Latino or Hispanic origin had higher odds of completing this activity 
than non-Latino or non-Hispanic users by a factor of 1.84. Users between the 
ages of 25 and 34 had the highest odds of using the library computers for this 
purpose compared to those older than 75, though the odds ratio of users from 
19 to 64 were all higher compared to those older than 75. Users with post high 
school education also had higher odds of using the computers for this activity. 

A librarian in Fayetteville, Arkansas, pointed out the value of the library's 
computers for bill paying for those who don't have a computer at home, saying 
they often come to, "Pay bills and manage their finances for a business or for 
themselves." 


150 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 





At 40 years old, Oscar is a heavy user of the library's wireless, including after 
hours when he uses it outside the building. Jacob is a former computer 
programmer and now works full-time earning $11,000 annually in his own 
business. He said, "Sometimes I'll do online bill payments for my computer, for 
other credit cards, and I'll check my bank balance. That's a normal day at the 
library." In a similar vein, Marshalltown, Iowa, user Upwood, a 67-year-old 
retiree who learned about the library's computer services from a friend, uses 
the library computers to pay his department store bill as well as to check bottle 
caps for prize money and his cell phone minute usage. 

The use of the library's computers for paying bills provides a convenient and 
accessible means of being a responsible financial citizen, but is especially critical 
for those who have no other Internet access, because this is frequently the only 
place they have to conduct their financial business. 

Managing Investments 

A smaller percentage of financial management users (23 percent) indicated that 
they looked up or monitored investment information (Appendix Table 87). The 
odds of engaging in this activity were higher for those with incomes greater 
than 300 percent of the poverty level than those with incomes below 300 
percent, perhaps because of the greater financial sophistication of those with 
higher incomes. 


The study shows that 23 percent of financial management users (over 4.3 million 
people) looked up or monitored investment information. The users most likely to use 
the library for this purpose are: 

• Those users with household incomes more than 300 percent of the poverty 
guidelines; 

• People of Latino or Hispanic origin; 

• Those 65 years of age and older; 

• Men; 

• People with an education at grade school level or higher than a high school 
degree; and 

• People who speak languages other than English at home. 


Other characteristics consistent with higher odds of using library computers for 
monitoring investment information include: 

• Those of Latino or Hispanic origin had higher odds of engaging in 

investment-related activity than non-Latino or non-Hispanic people by a 
factor of 2.11. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 151 




• Both those who are older than 65 and men also had higher odds than 
those of other ages and women of engaging in this activity. 

• Those with an education higher than a high school degree or who had 
only completed grade school. 

• Finally, the odds of those who spoke a language other than English at 
home were higher by a factor of 1.44 than those who spoke English at 
home to look up or monitor investment information. 

Some of the reasons for the higher odds of older, higher-income people of 
engaging in this activity are reflected by comments from users indicating that 
they are managing retirement funds or other investments previously made. For 
example, 66-year-old Sandra and 53-year-old Abe, both users in Oakland, 
California, indicated that they monitor their retirement investments at the 
library. 

Avery, a 60-year-old semi-retired genealogist in Fayetteville, had recently begun 
exploring investment options: 

I follow the stock market and tried to learn about that because I turned 
50-something, and I decided that it would be a good idea to learn 
something about money. Well, there was a whole world that I hadn't 
discovered, and so I researched the stock market and companies and 
things like that. 

Although she has computer access at work, she prefers using the library 
computers rather than paying for a computer and Internet access at home. 

One of the Baltimore, Maryland, librarians called out the use of the library 
computers for investment purposes: "Investing, too, it's such an easy thing to 
look up an old stock online if they need a price. There's tons of free information 
available about public companies, especially online. It makes it so much easier." 

Other case study participants shared examples of using library computers for 
investing purposes, including Faulkner in Fayetteville, Arkansas, who uses it 
regularly for day trading. All of these users find the library's online services an 
important resource in keeping their investments intact and healthy. 

Managing Debt 

Those who used library computers and Internet connections for managing 
household finances reported using the library computers to manage debt 
through three activities: 


152 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


• Checking credit scores (16 percent of these users; Appendix Table 88); 

• Learning about getting out of debt (15 percent of these users; Appendix 
Table 89); and 

• Seeking new loans or restructuring old ones (10 percent of these users; 
Appendix Table 90). 

In addition, 2 million people (74 percent of those who learned about getting out 
of debt) reduced or better managed their debt through the use of the library 
computers (Appendix Table 90). 


The study shows that 16 percent of users who reported using library computers for 
managing their finances (3.2 million people) checked their credit scores. 

Of all users of library online services, those most likely to use the library for this purpose 
are: 

• Those of Latino or Hispanic origin; and 

• People of mixed races, Blacks or African Americans, or Asians. 


As with other activities in this area, those people of Latino or Hispanic origin had 
higher odds by a factor of 1.80 of using the library for checking credit scores 
than those not of Latino or Hispanic origin. People of mixed race, Black or 
African American, or Asian race also showed higher odds of using the library for 
this purpose (odds ratios of 1.35, 1.72, and 1.12, respectively). 


In the study, 16 percent of users who reported using library computers for managing 
their finances (2.8 million people) learned about getting out of debt. 

Of all users of public access technology, the users most likely to use the library for this 
purpose are: 

• People of Latino or Hispanic origin; 

• People of mixed races, Blacks or African Americans, and American Indians or 
Alaska Natives; 

• 25-54 year olds; and 

• People with an education level higher than a high school diploma. 

Outcome: 74 percent (2.1 million people) who learned about getting out of debt used 
the information they found to reduce or better manage their debt. 


Users of Latino or Hispanic heritage showed a higher odds ratio (2.51) of using 
the library computers for learning about ways to get out of debt than those of 
non-Latino or non-Hispanic heritage. The odds ratios were also higher for 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 153 






people of mixed race (1.86), Blacks or African Americans (2.15), or American 
Indians or Alaska Natives (1.65) than Whites. 

The odds ratios for those between the ages of 25 and 64 were most likely to use 
the computers for learning about debt relief, and those with education beyond 
a high school diploma showed the highest odds of using the library for this 
activity. 

As mentioned previously, 74 percent those who used the library computers and 
Internet resources to learn about getting out of debt (2.1 million people) used 
the information they found through the library's online services to reduce or 
better manage their debt. This outcome may be of interest to financial 
institutions or government agencies, because it indicates that public libraries 
may be fertile territory for debt management assistance, and would be good 
partners in programs related to this area. 


In the study, 10 percent of financial management users (2 million people) found a new 
loan or restructured an old one. The users most likely to use the library for this purpose 
are: 

• People of Latino or Hispanic origin; 

• People of mixed race, Blacks or African Americans, American Indians or Alaska 
Native, or Native Hawaiians or Pacific Islanders; 

• People with an education level higher than a high school diploma; and 

• People who speak languages other than English at home. 


As with other activities in this area, the odds were higher (by a factor of 2.48) 
that people of Latino or Hispanic origin would look for loans or restructure an 
old one online than people of non-Latino or non-Hispanic origin. People of 
mixed race, Blacks or African Americans, American Indians or Alaska Natives, 
and Native Hawaiians or Pacific Islanders also showed higher odds of engaging 
in this activity than Whites (by a factor of 2.87, 1.65, 2.05, and 4.20, 
respectively). 

Those with education above a high school diploma showed higher odds of 
engaging in this activity than those completing high school, as did people 
speaking languages other than English at home, by a factor of 1.72 over those 
whose home language is English (Appendix Table 91). 

Although the percentages of users engaged in these activities are not as high as 
some others reported in this study, there does seem to be consistent use of the 
library's online resources for matters related to managing debt, and strong 
indications that people are using the computers to help them maintain and 
improve their financial condition. Particularly in the current economic climate, 


154 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 




programs related to this area would do well to include libraries in their plans 
and budgets to help reach the users who are taking advantage of the resources 
available to them in the library. 

Comparing and Purchasing Goods and Services 

According to Horrigan (2008), 66 percent of online Americans use the Internet 
for online shopping. This study found that for many people, the library's 
computers are their shopping guide and their checkout counter as well. 
Consumer-related activities and outputs asked about in this study included 
gathering information or comparing products or services (49 percent of financial 
management users), purchasing items online (53 percent of financial 
management users), and selling items online (12 percent of financial 
management users). 

Comparing Products and Services 

Online shopping can often help save money or provide access to a greater 
variety of goods and services than are available within easy reach in the physical 
world. Particularly for those with limited means, using Internet services can 
expand choice and provide better use of limited resources when looking for 
necessary items. 

The study found that 49 percent of financial management users took advantage 
of the library's online services to compare products and services (Appendix 
Table 92). The odds of people of mixed race were greater by a factor of 2.16 
than Whites of using library computer services for this purpose. Users with 
education levels more than a high school diploma were also more likely than 
those with only a high school degree of engaging in this activity. 


The study shows that 49 percent of financial management users (9.5 million people) 
compared products or services. 

Of all users of library computers and Internet services, those most likely to use the library 
for this purpose are: 

• People of mixed races; and 

• Those with some education beyond a high school diploma. 


One of the users interviewed in Fayetteville, Arkansas, Eastman, a 55-year-old 
who works with a federal agency, says he uses the Internet to comparison shop 
for products and finds good prices. He will often purchase things from the 
Internet if he can't find them at a local store. 


9 MILLION USE 

LIBRARY COMPUTERS 
TO COMPARE 
PRODUCTS AND 
SERVICES 

10 MILLION 

PURCHASE 
SOMETHING ONLINE 

"I've surfed the 
Internet especially for 
mom and baby 
products and I often 
buy stuff at the library. 
I also search ebay.com 
and half.com and buy 
stuff while at the 
library usually using 
paypal.com." 

WEB SURVEY COMMENT 
FLINT, Ml 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 155 





Survey respondents and interview participants also reported using the library 
computers to look for discounts and coupons. For example, Jillian, a 21-year-old 
unemployed mother of two in Baltimore, Maryland, said she uses the 
computers to get coupons for formula, diapers, and other baby items. 

Survey respondents also commented about using consumer reviews or other 
subscription databases available through public library websites. Luke in 
Marshalltown, Iowa, a 37-year-old wireless user who even sits outside the 
library when it's closed with his laptop, explained how his favorite website 
tracks gas prices around the country and enables him to save a few dollars. 

For all of the users like Eastman, Jillian, and Luke who are engaged in online 
comparison shopping, the rewards of being able to compare prices without 
leaving the library are saving money or finding items not available to them 
locally. A member of the Baltimore Friends of the Library summed it up well: "I 
see people shopping on the computers. I think that's a good idea because there 
are deals you can get on the web that you can't get elsewhere." 

Buying and Selling Online 

Not only do 49 percent of financial management users comparison shop online 
at the library, but an even larger proportion, 53 percent, actually buy goods and 
services online (Appendix Table 93). For online retailers, this number might be 
worth paying attention to, and public libraries should be considered as potential 
partners in their efforts to reach customers. A small investment in library 
computers or Internet services could return large rewards in added business. 


The study shows that 53 percent of financial management users (10.3 million 
people) purchased something online. 

Of all users of library online services, those most likely to use the library for this purpose 
are: 

• Latino or Hispanic; 

• Men; and 

• People who have some education beyond a high school diploma. 


As with other activities in this area, the study found that people of Latino or 
Hispanic heritage had greater odds of using the library's online services for 
purchasing goods or services online by a factor of 1.61 than those of non-Latino 
or non-Hispanic heritage. People with educational attainment higher than a high 
school diploma were also more likely to use the library for this purpose. 


156 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 




Along with buying, selling online is becoming another activity many Americans 
engage in, but this study found relatively few users engaging in this pursuit. 
About 12 percent of the financial management users reported having sold 
something online through the library in the past year (Appendix Table 94). 


The study shows that 21 percent of financial management users (2.3 million people) 
sold something online. 

Of all users of library computer and Internet services, those most likely to use the library 
for this purpose are: 

• People of mixed race, Asians, American Indians or Alaska Natives, and Native 
Hawaiians or Pacific Islanders; 

• Those between the ages 19 and 44; and 

• Men. 


People of mixed race, Asians, American Indians or Alaska Native, and Native 
Hawaiians or Pacific Islanders had higher odds of engaging in online selling (by a 
factor of 2.73, 1.17, 1.60, and 2.39, respectively) than Whites, whereas those 
between the ages of 19 and 44 years (peaking in the 25- to 34-year-old age 
range) were more likely to do so than those older than 75 years. Women had 
lower odds than men (by a factor of 0.74) of selling something online at the 
library. 

An added value of the library in the area of buying and selling is the availability 
of trained and trustworthy staff members. A good example was brought out by 
a librarian in Oakland, California, who described a patron who came in asking to 
buy an airline ticket, speaking Spanish. He had only cash, and the librarian was 
able to help him understand that he would need to bring a family member with 
a credit card in to make the transaction. The librarian pointed out that in many 
other situations the gentleman might have lost his cash without getting a ticket, 
but the library provided a safe place with the information he needed to 
complete his business. 

Users reported using the library computers to make travel arrangements, such 
as buying tickets, booking hotels, printing boarding passes, and investigating 
places to travel. Oriana, a 17-year-old page at the Marshalltown Library, 
recounted helping patrons with purchasing and printing air travel tickets. A user 
interviewed at Baltimore's Southeast Anchor branch said of travel and the 
library's computers: "I find the bargains. I get emails, I accept those kinds of 
emails. I'm planning for a trip right now with a friend. We're off to the 
Bahamas." Interviewed in Marshalltown, Iowa, 80-year-old Edward is a retired 
minister with a post-graduate education. With a friend, he was also planning a 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 157 




vacation and, that day, used the computer to book hotel accommodations. An 
avid stamp collector who uses the computers primarily to research stamps, 
Howard relies solely on the library for his computer and internet access. 

Conclusion 

Although managing money is an important component of library computer use, 
it is also evident that this is a difficult area for many users—the high percentage 
of users who cited lack of privacy and security as a reason for not taking 
advantage of these services indicates that a barrier exists to expanded use of 
the library computers for this purpose in many cases. 

Further research in this area might be something that the larger Internet-based 
consumer services would be interested in as a way to expand their markets, and 
engage users who might otherwise not take advantage of their online products 
and services. Tracking the use in this area over time may provide an indicator of 
the comfort level of the average library computer user with online financial 
transactions, and provide a picture of change in behavior and attitudes with 
time. 

Even with this caveat, however, it is clear that users of public library online 
services are taking advantage of the access that the library provides to better 
manage their financial resources and use their money wisely. Without access at 
the library, many of these users would find it harder to take care of their daily 
financial needs. 

7.7 Building and Maintaining Social 
Connections 

Computers and the Internet have radically changed how people communicate 
and socialize with one another, express themselves, seek help for problems, and 
learn about their family histories. Recent research has pointed out secondary 
effects which have may have downstream results affecting the users and their 
families who engage in social activities using computers in libraries and other 
public places. Milner (2009) found that, "Internet users reported an easier social 
life than non-users, and a stronger awareness of important current affairs. They 
also tended to have higher self confidence than non-users." Immigrant 
communities may also use public access computers to help keep their families 
together (Parkinson 2005). 

Social activities are an important component of many users' interaction with 
library computer and Internet services, providing an entry point into more 
practical uses of the computers such as the others discussed previously. Learning 


158 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


how to use the technologies associated with computers and the Internet, and 
forming a social support group that can assist with future activities, may be 
important indirect contributing factors to the impact of library computers on the 
individuals and communities they serve. 

Overall, 60 percent of users (46.3 million people) used their public library's 
computer and Internet resources to connect with other people, find support for a 
problem or concern, or enjoy other social activities. Over 34 percent of these 
users indicated they had undertaken actions in this area on behalf of a relative, 
friend, colleague, or someone else in the past year. 


This section examines how people use computers and Internet access in public 
libraries to pursue personal or socially meaningful ends. An overview of the 
most frequent types of use reported in this area and the characteristics of users 
who engaged in these activities is followed by a more in-depth look at each of 
the activities the U.S. IMPACT Study surveys asked about, including: 

• Keeping families strong (communicating with family and friends, doing 
something online with family or friends, finding support for a personal 
or family issue, and exploring family genealogy); 

• Building social networks (visiting social network sites such as MySpace 
and Facebook, getting in touch with old friends, making new friends, 
and maintaining a blog or website); and 

• Exploring the world (pursuing skills and hobbies; finding, attending, and 
organizing events and activities for oneself and others; travel; 
spirituality; and entertainment). 

For each area, the survey results are illustrated using excerpts from interviews 
with library users, staff and administrators, and staff of community agencies. 

Most Prevalent Users for Building and 
Maintaining Social Connections 

Communicating with people near and far in different languages, including new 
friends and those with whom contact has been lost, has been greatly facilitated 
by Web 2.0 technologies. The ability to post and stream information about 
oneself, research one’s family’s history and connect with relatives, organize 
events, communicate with people who have experienced a shared personal or 
family issue, and do activities within one s children, family, and friends are also 
hallmarks of today’s information society that are abetted by the availability of 
free access to computers and the Internet at public libraries. 


Opportunity for All: How the American 


Public Benefits from Internet Access at U.S. Libraries | 159 



People without such access are potentially at risk for experiencing greater social 
isolation than people who do have access to their social networks online, and 
therefore excluded from a richer range of social and informational interactions 
that can improve the quality of one's daily life and the overall social cohesion of 
families and communities across the country (Hampton et al. 2009). In a highly 
complex mobile society where people have turned from traditional geographies 
of family homesteads and inherited occupations, computer and Internet access 
hold strong potential to build connectedness across miles of physical and social 
distance. 

Sheldon, a 38-year-old sports editor from Fayetteville, Arkansas, who uses 
library computers as a supplement to his office computer to keep in touch with 
his family who live in Kentucky, is representative of the many case study 
interviewees who emphasized how library Internet access had reconnected 
them with family. 

My mother, sister, and father—I'm 12 hours away from anyone who 
could claim me as kin. They benefit from hearing that their son is still 
alive. I have more time to chat with my sister; we catch up when I don't 
have that much time during work hours. I've grown quite close to my 
sister because of those silly computers. 

In Marshalltown, Iowa, a staff member from a social service agency elaborated 
on the value of the library computers for connecting youth, particularly street 
youth, with friends and with service providers who can offer needed help: 

If they can't afford a cell phone, if they're street kids or couch hopping, 
they can come to the library and check Facebook or MySpace accounts, 
send emails, email us. It's really been a great asset for us to have public 
access for the computers here (at the library) so the kids can 
communicate in the style that they like which is via the Internet and 
computers. 


160 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Overall Social Connection Use 

The study shows that 60 percent of users take advantage of library computers for 
social or recreational purposes. 

Use on behalf of others is also reported in this area, with 34 percent of social and 
recreational users indicating that their use was for a relative, friend, colleague, or 
someone else. 

The use of library technology for activities related to social connection is highest among: 

• People without access to the Internet except at a public library; 

• Lower income and impoverished people; 

• People of mixed race, Blacks or African Americans, American Indians or Alaska 
Natives; 

• 14-18 year olds; and 

• Men. 


These descriptions of how youth and adults interact with each other using 
library computers illustrates the kinds of non-instrumental use that occur quite 
often in the use of public library computers and Internet connections. Earlier 
studies reporting similar findings that have found this same type of behavior in 
libraries and other public computer settings include Curry (2002), Heuertz et al. 
(2002), Eve and Brophy (2001), Gamage and Halpin (2007), Gitta and Ikoja- 
Odongo (2003), Haseloff (2005), Mercer (2005), Parkinson (2005), Parkinson and 
Ramirez (2006), Robinson (2004), Stewart (2000), Strover, Chapman, and 
Waters (2004), and Kuriyan and Toyama (2007). 

Recent work by Milner (2009) in libraries and other computing centers in 
England found that, "Internet users reported an easier social life than non-users, 
and a stronger awareness of important current affairs. They also tended to have 
higher self confidence than non-users." Although more research needs to be 
done in this area, the high percentage of use found for social connections points 
out the need people have to maintain their linkages with families and friends, 
and certainly is an important aspect of community in the digital age. 

The U.S. IMPACT Study found that 60 percent of public library computer users 
engaged in activities related to building and maintaining social connections 
(Appendix Table 95), with 34 percent of those respondents using on behalf of 
another person (Appendix Table 96). As with other types of use, certain 
characteristics of users are related to increased odds of using library computers 

for this purpose: 

• Lower income users (those making less than 300 percent of the poverty 
threshold) have higher odds of using the library's online services for 


Opportunity for All: How the American 


Public Benefits from Internet Access at U.S. Libraries | 161 





social purposes than those making more than 300 percent of the 
poverty threshold (by a factor of 1.80 for those below the poverty 
threshold, decreasing to a factor of 1.33 for those making 200-300 
percent of the poverty threshold). 

• The odds of people who are of mixed race, Blacks or African Americans, 
or American Indians or Alaska Natives have higher odds (by a factor of 
1.66, 1.18, and 1.07, respectively) than Whites of using the library 
computers for social purposes. 

• Likely because of their familiarity with technology, the study also found 
that the youngest library users had higher odds of using the computers 
for these purposes as well (14-18 year olds by a factor of 6.82, and 19- 
24 year olds by a factor of 4.14 greater than those older than 75 years). 

• As in most other areas investigated in this study, women show lower 
odds (by a factor of 0.88) of using library computers for social purposes 
than men. 

Activities Associated with Building and 
Maintaining Social Connections 

The top social activity was using library technology to communicate with friends 
and family, followed by visiting social networking websites, and pursuing 
hobbies (Figure 17). People who rely solely on the library for their Internet 
access have remarkably similar use rates in most activities associated with 
building and maintaining social connections to those who have alternative 
access at home, school, or work. An exception occurs in the activities related to 
communicating with family or friends, where those who only have access at the 
library comprise 79 percent of the social connection users compared to 72 
percent of the social connection users who have alternate access. This pattern is 
reinforced in the other two activities related to communication with friends, 
finding old friends (34 percent compared to 29 percent), and meeting new 
friends (30 percent compared to 20 percent). Genealogy also showed a higher 
use by those without alternative access (29 percent compared to 24 percent). 


162 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Figure 17: Social activities by availability of alternative 


access 



■ All social users 

■ Reliessolely on the library for access to the Internet 
Has access to the Internet at home, school, or work 

Source: 2009 U.S. IMPACT Study telephone and websurvey 

Asked of public library computer and wireless users who used library Internet connections for social 
purposes 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 163 






34 MILLION 

COMMUNICATE WITH 
FRIENDS AND FAMILY 
USING LIBRARY 
COMPUTERS 

12 MILLION CONNECT 
WITH FRIENDS AND 
FAMILY LIVING 
OUTSIDE THE UNITED 
STATES 

14 MILLION 

RECONNECT WITH 
OLD FRIENDS 

10 MILLION MAKE 
NEW FRIENDS 


For the purposes of identifying activities pertaining to social connectedness 
through the use of library computer services, this study defined three areas: 

• Keeping families strong (communicating with family and friends, doing 
something online with family or friends, finding support for a personal 
or family issue, and exploring family genealogy); 

• Building social networks (visiting social network sites such as MySpace 
and Facebook, getting in touch with old friends, making new friends, 
and maintaining a blog or website); and 

• Exploring the world (pursuing skills and hobbies; finding, attending, and 
organizing events and activities for oneself and others; travel; 
spirituality; and entertainment). 

Each of these areas shows a rich variety of activities, often helping users 
become more proficient with their use of computers and online resources, and 
contributing to their ability to engage with family and community, both locally 
and remotely. These activities are often performed in parallel with the more 
directed activities found in the other areas studied, as people become more 
accustomed to using computers as part of their daily life. 

Keeping Families Strong 

The study asked about four activities in this area: communicating with family 
and friends, doing something online with family or friends, finding support for a 
personal or family issue, and exploring family genealogy. Each of these 
contributes in its own way toward helping people to stay connected to their 
immediate family and support system. 

Communicating with Family and Friends 

Nearly 74 percent of social or recreational respondents (34 million people) 
indicated that they used library computers and Internet access to communicate 
with family or friends (Appendix Table 97). 


164 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 



Nearly 74 percent of social and recreational users (34 million people) used library 
computers to communicate with friends or family. 

Of all users of library computer resources, those most likely to use the library for this 
purpose are: 

• People with incomes below 300 percent of the poverty threshold; 

• People of mixed race; and 

• People between the ages of 14 and 24. 

->Outcome : 66 percent (22.4 million) of users who relied on library computers to 
communicate with family and friends did so with those who live in their local 
communities. 

Outcome: 35 percent (11.8 million) of users who relied on library technology to 
communicate with family and friends did so with those who live outside the United 
States. 

Outcome : 18 percent used (6.2 million) of users who relied on library technology to 
communicate with family and friends did so in languages other than English. 


The U.S. IMPACT Study shows that lower income users (those making less than 
300 percent of the poverty threshold) have higher odds of using the library's 
online services for community participation than those making more than 300 
percent of the poverty threshold (by a factor of 1.76 for those below the 
poverty threshold, decreasing to a factor of 1.23 for those making 200-300 
percent of the poverty threshold). 

People who are of mixed race have higher odds by a factor of 1.47 than Whites 
of using the library computers for this use. Although people in all age brackets 
had higher odds of using library computers to communicate with family and 
friends than users ages 75 years and older, the odds factors were highest for the 
youngest age groups, people 14—18 and 19—24 years of age (by a factor of 5.77 
and 4.44, respectively) and decreased as age increased. 

Communicating with Family and Friends Locally and in the United States 

Using computers to communicate with people locally was reported by 66 
percent of these respondents (Appendix Table 98). However, examples from the 
case studies indicate that using library computers for communicating with 
family and friends often happens outside the local community. For example, 
Lydia, a 29-year-old White woman with a disability from Fayetteville, Arkansas, 
who does not have a home computer, discussed discovering family she didn't 
know she had: 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 165 




I found out I had another brother so there's seven kids. I knew about my 
two younger sisters. I didn't know about the other siblings because I had 
been adopted when I was eight. Adoption.com was able to reach me 
through my family and then a sister I had been estranged from for years 
finally called me up after seeing my MySpace page. Seeing all this other 
stuff and reconnecting with other members of the family. Now we're in 
contact. 

A 28-year-old gas station employee, Calvin, uses the library Internet in 
Fayetteville to keep in contact with his brother and parents who live in different 
cities. It is important to him to have access at the library because he is saving 
money to buy his first home and he saves the cost of long distance phone calls 
and home Internet service when he uses library resources. 

Fayetteville's Director Louise Schaffer reflected on the importance of email 
during their recent ice storm in keeping people connected: 

This ice storm was really devastating and Fayetteville was declared a 
national disaster area by FEMA. The place was a mess with trees and 
power lines down. We were completely unable to connect to the 
outside world. The library was closed on Tuesday and Wednesday 
because we didn't have power. We opened on Thursday but most 
people and businesses didn't have power for a week or more. Many 
were without heat. The first thing that the community came in for was 
computer access. They were here to socialize and be with the 
community, and to escape the cold and get a hot cup of coffee at the 
cafe, but the main thing was that they needed to connect by checking 
their email. People didn't have power to charge their cell phones or get 
online, so their connection to the world was severed. It was surreal to 
see a community just shut down by disaster. Having a place in the 
community that has the ability to provide public access computing in 
disaster situations is critical, and there is no better community 
institution to provide this than the public library. 

Another user from Fayetteville, Olena, 33, described how using the Internet 
through the library enabled him to communicate with a family member who 
had been hospitalized and was unable to receive visitors: "My uncle was 
diagnosed with leukemia so we can't talk to him face to face because his 
immune system is down so he joined Facebook and that's been really nice." 

Communicating with People Outside the Country 

As the world becomes more interconnected, families and friends are often 
spread far and wide: 35 percent of users who reported use of library online 


166 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


services for communicating with family and friends connected with family and 
friends outside the United States (Appendix Table 99). It is not surprising that 
those who speak a language other than English in their homes showed a higher 
percentage of use in this area than those whose home language is English (28 
percent compared to 12 percent). 

Immigrants and military families also use the library Internet to keep in touch 
with friends or relatives in other countries. A staff member at a Marshalltown, 
Iowa, education training center, who works with primarily immigrant 
populations, explained: "A lot of them now are using email and stuff like that to 
communicate with their families back home in other countries. The more I work 
here, the more I see people do that and in the past they didn't even know what 
email was. Now it seems like they are using it." 

In Oakland, California, Director Carmen Martinez commented, "At our Chavez 
Branch, we know that folks are coming in to send and read email to Mexico and 
Central America. It's important to keep in touch with what's going on at home." 
She added, "We get notes—'Thank you, I can now talk to my sister once a week 
in Guatemala or Ecuador.' I remember when I worked at the Los Angeles Public 
Library, branch staff telling me about a retired old school teacher who left El 
Salvador in the war and lives in a little tiny apartment by herself in Echo Park. 
She goes to the library everyday to read the Salvadorian newspapers and keep 
up with who dies because she couldn't afford the phone calls." 

Communicating in Languages Other than English 

In the study, 18 percent of the users who reported using the library computers 
to communicate with friends and family indicated that they communicated in 
languages other than English, demonstrating the value of the multi-language 
software installed on many library computers (Appendix Table 100). As 
expected, most people who responded affirmatively to this question also 
indicated speaking a language other than English at home. 

The director of the Oakland library described how the public library computers 
helped an immigrant senior population: "We opened the first seniors' 
computing center at the Asian branch and what that did was make the world 
smaller for many Asian immigrants. These folks left countries that they loved, 
places where they thought they would end out their lives, but here they are 
now in the Bay Area, clinging to each other for language and culture. Excited by 
all the new social services within reach, we invited them to the library to see 
what a computer was all about. They caught on fast, set up email accounts, and 
learned to navigate the web so that they too can read daily newspapers from 
their homelands." 


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This use of alternate languages provides an important link to family and 
homeland for many people, and gives them additional support in their transition 
to a new life and language. Placed in the library setting, they are exposed to a 
uniquely American institution and still get support in their own language, the 
best of both worlds. 

Do Something Online with Family or Friends 

Over 21 percent of social and recreational users (9.9 million) indicated that they 
use library computers and Internet access to do something online with their 
children, family, or friends through a social website. 


Over 21 percent of social and recreational users use library computers to do 

something with their children, family, or friends through a social website. 

Of all library computer users, those most likely to use the library for this purpose are: 

• People with household incomes less than 300 percent of the poverty threshold; 

• People of mixed race, Blacks or African Americans, American Indians or Alaska 
Natives; 

• Those between the ages of 14 and 44 years; 

• Women; and 

• People who speak languages other than English at home. 


The study shows that certain populations have higher odds of using library 
computer services for doing things online with children, family, and friends: 

• People earning less than 300 percent of the federal poverty threshold 
had higher odds of using social websites to do something with their 
family (by a factor of 1.51 for those below the poverty threshold to 1.35 
for those with incomes between 200 and 300 percent of the poverty 
threshold) than those making more than 300 percent of the poverty 
threshold. 

• Those of mixed race, Blacks or African Americans, and American Indians 
or Alaska Natives also showed higher odds of use for this purpose (by a 
factor of 1.50,1.23, and 1.25, respectively) over Whites. 

• Those between the ages of 14 and 44 years had the highest odds ratios 
of engaging in this activity (ranging from 4.08 for 14-18 year olds to 
3.73 for 35-44 year olds), compared to those older than 75 years. 

• In contrast to the norm in other activities, women had higher odds than 
men of using library computers to do an activity with others online (by a 
factor of 1.33). People who spoke languages other than English at home 


168 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 




had higher odds of engaging in this use than those who spoke English at 
home, by a factor of 1.48. 

Examples of this type of use come from the web survey responses, many of 
them are related to shared activities with children, such as playing educational 
games or looking up books in the library catalog to help with homework or 
recreational reading. Respondents also indicated use to help build computer 
skills for family members through shared online interaction. 

A good example of how the library online services can be important even for 
families who have access at home was given by one of the respondents: 

We as a family come to the library to go online because we have dial-up 
at home. Our system is not fast enough to go to most websites, so we 
come to the library to do most things. We also come to the library to do 
book reports and projects because you get two hours on a computer 
and I have two children usually doing a project at one time. 

Others described using the library computers to look up book lists and children's 
activities related to a theme, find ideas about money-saving family budgets and 
family-friendly activities, set up family calendars, engage in homeschooling 
activities online, find city park and camp resources, and search for legal support 
for a disabled child. 

Finding Support for a Personal or Family Issue 

For all the situations that arise as part of everyday living in people's varied roles 
as parent, child, spouse, or neighbor, public libraries offer an important haven 
to reach out to others for support through electronic resources. The study 
found that 17 percent of respondents (7.7 million people) had used library 
computers and Internet access to find support for a personal or family issue 
through a social website. 


In the study, 17 percent of social and recreational users rely on library computers to 
find support for a personal or family issue through a social website. 

Of all library computer users, those most likely to use the library for this purpose are: 

• People with household incomes less than 300 percent of the poverty threshold; 

• People of mixed race and American Indians or Alaska Natives; 

• Those between the ages of 19 and 34 years; and 

• People of education levels beyond grade school. 


As in other activities related to social interaction, people earning less than 300 
percent of the federal poverty threshold showed higher odds of using the library 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 169 




for this purpose than those with incomes 300 percent or higher than the 
poverty threshold, with those below the poverty threshold showing the highest 
odds ratio (2.02). In addition: 

• Those of mixed race and American Indians or Alaska Natives had higher 
odds of use for this purpose, by a factor of 1.57 and 1.34, respectively, 
than Whites. 

• The highest odds of use by age occurred in the 19- to 24- and 25- to 34- 
year-old age groups, with odds ratios of 8.12 and 7.21, respectively 
compared to those over the age of 75 years. 

• People who had more than a grade school education all had higher odds 
of use for this purpose than those with a high school degree, by factors 
ranging from 1.56 to 1.84. 

Nelson, a 20-year-old library user interviewed at the Marshalltown library and 
mentioned briefly in Section 7.3, describes his use of the library computers for 
support through an online support group: "Through Narcotics Anonymous they 
have an online meeting. It's a live meeting in a chat room and you have to do a 
lot of typing to say what you've got to say. And it's fun. I've been in there once 
or twice when I was in recovery first. Then I went out back and used and just got 
out of recovery again. I haven't been on the site for a while. I have e-mails from 
people in other states saying people missed me." 

Another example comes from Janice, 21, at the Marshalltown library, who 
helped organize a fundraiser for a friend dealing with cancer. Hoping to do 
something special, she personalized a poem she found online, printed copies on 
colored paper, and sold them at the benefit. A third user from Marshalltown, 
Earth, an unemployed 22-year-old woman studying to be a certified nursing 
associate, describes gaining support for herself during a failed pregnancy: "It's 
called Escapist magazine. You can go on and talk about politics, movies. I was on 
there when I was pregnant and lost my little girl. I got support from everybody 
on the site." 

These examples, and others, point out the way that these activities can provide 
support for more substantive activities related to employment, health, and 
education. Although not specifically providing direct outcomes, this type of use 
can help those outcomes be more effective in people's lives, and provide an 
important secondary support system for many individuals. 

Exploring Family Genealogy 

Long known as a traditional library activity, exploring family genealogy 
continues in popularity among library computer users as well, with 26 percent 


170 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


of social and recreational users (11.8 million people) indicating that they had 
used library computers for this purpose in the past year. Beyond traditional 
paper-based resources, genealogists now have expanded access to records, 
people, and genealogical history-keeping tools through library computers, often 
through subscription services paid for by the library. This availability of 
expanded access has generated increased interest among users who might not 
have engaged in genealogical research in the past. 


The study shows that 26 percent of social and recreational users (11.8 million people) 
used library computers to carry out genealogical research. 

Of all library computer users, those most likely to use the library for this purpose are: 

• People with incomes below 300 percent of the poverty threshold; 

• People of mixed race, American Indians or Alaska Natives, Native Hawaiians or 
Pacific Islanders; and 

• People who speak languages other than English at home. 


The research shows that lower income users (those making less than 300 
percent of the poverty threshold) have higher odds of using the library's online 
services for genealogical research than those making more than 300 percent of 
the poverty threshold (by a factor of 1.76 for those below the poverty threshold, 
decreasing to a factor of 1.20 for those making 200-300 percent of the poverty 
threshold). In addition, a higher likelihood of use for genealogy was found in 
users with the following characteristics: 

• People who are of mixed race have higher odds by a factor of 1.55 than 
Whites of using the library computers for genealogy as do people 
identifying as American Indian or Alaska Native (by a factor of 1.45) or 
Native Hawaiian or Pacific Islander (by a factor of 1.13). 

• People who reported speaking a language other than English at home 
had higher odds of using library computers for genealogy than people 
who did not (by a factor of 1.37). 

For people searching for family history or cultural roots, using library computers 
provides them with not only access to subscription databases, but also to the 
services of reference librarians who are trained in genealogical research. The 
additional help provided by librarians often makes the difference for patrons to 
have a successful research experience. 


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Public Benefits from Internet Access at U.S. Libraries | 171 




Mike, a 68-year-old retiree in Marshalltown, Iowa, who relies solely on the 
library for his computer access, explained some of the universalities of how and 
why people, such as himself, engage in genealogical research: 

I've done several family names, including my own and my mother's side 
and my ex-wife and her side of the family and her mother's side, so it 
relates to the grandparents on my maternal and fraternal side for my 
son. I didn't know much about my own family until I got into genealogy. 
But not only do I search family history. A person is far more than just a 
statistic like birth, marriage, death. They did certain things in their life, 
and whatever they did, good or bad, hopefully I can find recorded, 
because there are skeletons in the closet in everybody's family, but 
there's good to be found. I'm trying to find out where I came from. 

Located in an ethnically diverse region, the Enoch Pratt Free Library in 
Baltimore, Maryland, gets heavy use of its genealogy reference services. Patrons 
also use the library's public access computers for looking up Census records and 
other genealogical background. Like many other libraries, the Enoch Pratt puts 
on special workshops to help patrons with their genealogical research. One of 
the genealogy librarians talked about some of the workshops recently offered, 
"We did a Jewish genealogy and before that an Eastern European genealogy 
session out at our Southeast Anchor Branch, which is in an area of Polish, 

Greeks, and Lithuanians. That was very popular; they got a lot of response." The 
Baltimore director says: "We have a special computer for genealogical use, that 
gets used heavily, but that's all looking up census records and so forth." 

In addition to workshops attended by many patrons, a librarian from 
Fayetteville, Arkansas, helped explain the importance of one-on-one help: "An 
older woman was doing genealogical research. African American genealogy is 
notoriously tricky. We were able to help her and made her very happy to find 
some." This also offers an explanation regarding the statistical finding that 
Blacks or African Americans are less likely to be engaged in genealogy research: 
the difficulty in finding such records may present a barrier to entry. 

Sometimes, people embarking on research, genealogical or otherwise, have a 
difficult time getting started because general searches through commercial 
search engines yield too many sources to be sorted through, leading to 
frustration and not meeting the goals of their searches. The help from librarians 
both one-on-one and in classes and workshops helps patrons learn more 
effective search strategies and helps develop technology and information 
literacy skills that are transferable to any technology use. Exploring genealogy 
on library computers, especially for older patrons, can become a gateway 
through which other uses of technology are explored and worlds expanded. 


172 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


When people interact across generations, emailing images and sound, they 
strengthen both family ties and community ties, and genealogy library resources 
become local history resources. 

All of these activities involving the use of the library computers contribute to 
building and maintaining stronger ties between family members, providing 
them the means to stay in touch with each other no matter where in the world 
they might be, and share parts of their lives even at a distance. Without the 
library's computers and Internet connections, many of these users would have 
no other means of staying in touch and keeping their core family ties alive. 

Building Social Networks 

Beyond the immediate family, users took advantage of the library's online 
services to access social networking sites such as MySpace and Facebook, using 
them for many purposes, such as getting in touch with old friends and making 
new friends. Users also took advantage of library computers and librarians' 
expertise to create or maintain blogs or websites as a way to interact with the 
larger community, locally and beyond. 

Visiting a Social Networking Site 

Throughout the case studies and surveys, the prevalence of social networking 
sites arose as a key means used by the public for keeping in touch with other 
people for basic correspondence, posting pictures, sharing music, sending gifts, 
and many other uses. More than 48 percent of social and recreational 
respondents indicated having used the library's computers for this purpose 
(Appendix Table 104). 


The study shows that 48 percent of social and recreational users (22.4 million people) 
used library computers to visit a social networking site. 

Of all library online services users, those most likely to use the library for this purpose 
are: 

• People with incomes below 300 percent of the poverty threshold; 

• People of mixed race, Blacks or African Americans, and American Indians or 
Alaska Natives; and 

• People between the ages of 14 and 24 years. 


Lower income users (those making less than 300 percent of the poverty 
threshold) have higher odds of using the library s computers for using social 
networking sites than those making more than 300 percent of the poverty 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 173 




threshold (by a factor of 1.88 for those below the poverty threshold, decreasing 
to a factor of 1.31 for those making 200-300 percent of the poverty threshold). 

People who are of mixed race, Blacks or African Americans, and American 
Indians or Alaska Natives have higher odds (by a factor of 1.66, 1.22, and 1.54, 
respectively) than Whites of using libraries to access social networking sites. The 
odds of youth ages 14-18 and 19-24 years were higher than those aged 75 or 
older by a factor of 8.28 and 10.12, respectively, for this use, which reflects the 
increasing use of these services by younger people in general. 

Janice, a 21-year-old high school graduate who works part-time in 
Marshalltown, Iowa, and was discussed previously, gives an example of why 
these social networking sites are important to younger users. She uses them at 
her library to keep in touch with old friends, but also to find new people to talk 
to. Janice seeks out new friends online because she says there's not much else 
to do because local recreation facilities were closed, and she likes to talk about 
relationships and give advice. The library Internet provides an important social 
arena for Janice. 

Although these uses for social networking undoubtedly have recreational 
purposes, some users indicated that using these sites in the library actually 
replaced other communication means such as telephones, either because it was 
cheaper or alternatives were not available. The library computers provide a way 
for them to stay connected to a support network they might not otherwise 
have. 

Jillian, a young unemployed mother of two working toward her GED in 
Baltimore, Maryland, indicated that she used a social networking site to stay in 
touch with her family when she did not have money to pay for a phone: "I didn't 
have a phone in my house for a while, so to contact my cousin I came to the 
library and got on MySpace, emailed her, and she knew everything I needed to 
know [about my problems]. We were emailing back and forth." 

And Lydia from Fayetteville, described previously, indicates that she uses 
MySpace regularly for communicating with family and friends from her travels: 

For me it has a lot to do with the fact that I'm able to send pictures, 
emails, and texts to my family daily. On the computer, I can talk for an 
hour without taking minutes off my phone, and then see pictures and 
feel like I'm talking to them person to person without having to hold a 
phone in my ear. Like MySpace, I have friends from everywhere we've 
traveled. 


174 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


This interactive use of the library computers provides a richer means for people 
to engage with friends and family, and also a way to practice skills beyond 
typing, because many of the social networks allow uploading of files and at least 
limited design capabilities. This incidental skill building provides yet another way 
that the library computers contribute to individual growth. 

Getting in Touch with Old Friends 

The study asked users specifically about the use of social websites for getting in 
touch with old friends, and found that 30 percent of the social and recreational 
users took advantage of the library for this purpose (Appendix Table 105). 


The study shows that 30 percent of social and recreational users (13.9 million people) 
used library computers to get in touch with old friends through a social networking 
site. 

The users most likely to use the library for this purpose are: 

• People with incomes below 200 percent of the poverty threshold; 

• People of mixed race, Blacks or African Americans, and American Indians or 
Alaska Natives; and 

• People between the ages of 14 and 34. 


People making less than 200 percent of the poverty threshold have higher odds 
of using the library's computers for finding old friends on social networking sites 
than those making more than 300 percent of the poverty threshold (by a factor 
of 1.84 for those below the poverty threshold, and a factor of 1.51 for those 
making 100-200 percent of the poverty threshold). 

People who are of mixed race, Blacks or African Americans, and American 
Indians or Alaska Natives have higher odds (by a factor of 2.18, 1.11, and 1.33, 
respectively) than Whites of using libraries to find old friends through social 
networking sites. The odds of youth aged 14-18 years and those between the 
ages of 19 and 24 and 25 and 34 years were higher than those aged 75 years or 
older by a factor of 5.89, 6.38, and 4.60, respectively, for this use. 

Users provided comments in both the case studies and survey responses that 
describe the use of the library computers to find and reconnect with old friends. 
Fayetteville user Jasmine, 24, uses her email accounts to keep in touch with out- 
of-state family and friends while working toward her GED and job searching. 
Marshalltown user Luke keeps in contact with friends he s had for a long time 
using library computers too. Though he's never met any of them face-to-face, 
he values the range of topics that they cover, from the price of gas to politics. 
Newtonia in Oakland described reuniting with a high school friend and how they 


Opportunity for All: How the American 


Public Benefits from Internet Access at U.S. Libraries | 175 




now communicate regularly using the library computers. At 40 years old, 
Newtonia and her family have been homeless for several years and use the 
computers almost daily for helping meet everyday needs. 

Making New Friends 

Social and recreational users also used the library's online services to make new 
friends through social software, with 23 percent of the users indicating activity 
in this area (Appendix Table 104). People making less than 300 percent of the 
poverty threshold have higher odds of using the library's computers to make 
new friends on social networking sites than those making more than 300 
percent of the poverty threshold (by a factor of 2.45 for those below the 
poverty threshold, 1.87 for those making 100-200 percent of the poverty 
threshold, and 1.78 for those making between 200 and 300 percent of the 
poverty threshold). 


The study shows that 23 percent of social and recreational users (10.5 million people) 
used library computers to make new friends using a social networking site. 

Of all users of library computer and Internet services, those most likely to use the library 
for this purpose are: 

• People with incomes below 300 percent of the poverty threshold; 

• People of mixed race, Blacks or African Americans, and American Indians or 
Alaska Natives; and 

• People between the ages of 14 and 24 years. 


Other characteristics of high odds users for this activity include: 

• People who are of mixed race, Blacks or African Americans, and 
American Indians or Alaska Natives have higher odds (by a factor of 
1.95, 1.65, and 2.04, respectively) than Whites of using libraries to make 
new friends through social networking sites. 

• The odds of youth aged 14-18 years and those between the ages of 19 
and 24 years were higher than those aged 75 years or older by a factor 
of 22.91 and 42.12, respectively, for this use. 

An example of this type of use comes from a focus group of teenagers in the 
Enoch Pratt Free Library in Baltimore, Maryland: "You can send them a friend 
request and if they want to be your friend, they accept it so from there they will 
be on your friend page and you can send them a message like 'what's your 


176 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 




name' you can get to know each other. You can instant message each other 
and stuff like that." 

Survey respondents also mentioned using the library's online resources to meet 
people around the world as a way to find out more about other countries and 
cultures, to find new friends for people in their family who were lonely, and to 
make acquaintances with potential business contacts. 

Maintaining Personal Websites or Blogs 

The study found that 21 percent of the social and recreational users were 
maintaining a personal website or blog using the library computers (Appendix 
Table 107). These activities require more technical skill than other 
communication uses, and also require some effort to create and maintain, 
showing a more sophisticated knowledge of technology by these users. 

For maintaining personal websites, analysis of the surveys show that lower 
income users (those making less than 300 percent of the poverty threshold) 
have higher odds of using the library's computers to maintain their own 
websites than those making more than 300 percent of the poverty threshold (by 
a factor of 2.17 for those below the poverty threshold, decreasing to a factor of 
1.23 for those making 200-300 percent of the poverty threshold). 


The study found that 21 percent of social and recreational users rely on library 
computers to maintain personal websites or blogs. 

Of all library computer users, those most likely to use the library for this purpose are: 

• People with household incomes less than 300 percent of the poverty threshold; 

• People of Latino or Hispanic origin; 

• People of mixed race, Blacks or African Americans, American Indians or Alaska 
Natives; 

• People between the ages of 19 and 24; 

• Men; and 

• People with grade school or some high school education. 


Other user characteristics associated with a greater likelihood of using library 
computers to maintain personal websites or blogs include: 

• People of Latino or Hispanic origin have higher odds (by a factor of 1.68) 
than those of non-Latino or non-Hispanic origin of using the computers 
for personal website maintenance, as do people of mixed race (by a 
factor of 2.09), Black or African American (by a factor 1.44), and 
American Indian or Alaska Native (by a factor of 1.49). 


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• People aged 19-24 years have the highest odds of using library 
technology to maintain websites (odds ratio of 6.32) with odds ratios of 
3.79 for ages 14-18 years, 4.50 for ages 25-34 years, and 3.39 for ages 
35-44 years compared with people aged 75 years and older. 

• Women have lower odds of using library computers for website 
maintenance than men by a factor of 0.76. 

• People with grade school or some high school education had higher 
odds of using library resources for website maintenance (by factors of 
2.19 and 1.47, respectively) than those with high school degrees. 

The higher use by lower educated users is unusual in the activities examined in 
the study and would be worth further study; it would be interesting to learn 
how these users pick up the skills necessary for this activity as a possible training 
model for others. 

As in the preceding section, the use of social websites for connecting with 
others helps many people to broaden their exposure to the world, and brings 
support and connection to their lives. Particularly for those of lower income, 
who are less likely to have the ability to travel or be exposed to different 
environments, the interaction through social media gives them a connection to 
other parts of the community that might not otherwise be available. 

Exploring the World 

Every day, people use public libraries to explore their world, including pursuing 
hobbies and skills; finding, attending, and organizing events and activities for 
themselves and others; engaging in actual and virtual travel; investigating 
spiritual aspects of life; and pursuing entertainment. These activities are part of 
the social life of users, whether they are at home or away. Public access 
technology in libraries helps users engage with the world around them through 
easy access to the Internet. 

Hobbies and Skills 

Beyond the formal educational purposes discussed in the Education section, the 
surveys and case studies revealed that many library computer users are 
engaged in informal learning, skills enhancement, and other forms of life-long 
learning. Asked specifically about learning new skills, 25 percent of the social 
and recreational users engaged in activities such as learning foreign languages, 
typing, and math through library-supported resources (Appendix Table 108). 


178 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Nearly 26 percent of the social and recreational users used the library computers to 

learn new skills. 


9 MILLION LEARN 
NEW SKILLS USING 
LIBRARY COMPUTERS 


"I've used the services 
to I earn how to do 
household tasks 
related to plumbing, 
decorating, various 
maintenance tasks, 
gardening, etc." 

WEB SURVEY COMMENT 
BALTIMORE, MD 

12 MILLION PURSUE 
HOBBIES 


or Alaska Natives had higher odds (by a factor of 1.79, 1.61, and 1.18, 
respectively) than Whites for this type of use. 

• The odds for using library computers to learn new skills were highest for 
14-18 year olds, followed by those for 19-24 year olds and 35-54 year 
olds. 

• The odds of women using the library for this purpose lower than those 
of men by a factor of 0.77. 

• People with some college or a two-year degree had higher odds (by a 
factor of 1.21 and 1.14, respectively) of using the library for learning 
new skills than those with just a high school diploma or GED. 

• Those who speak a language other than English at home showed higher 
odds by a factor of 1.42 of using the library online resources for this 
purpose than those whose home language was English. 

A librarian at the Oakland Public Library provided an example of how services 
provided by the library to assist computer users help patrons with special needs 

acquire new skills: 

A woman who was probably in her seventies... was learning to read. She 
was studying Shakespeare's sonnets of all things... and she needed 


Of all library computer users, those most likely to engage in this activity are: 

• People with incomes below the poverty guidelines; 

• Those of mixed race, Blacks or African Americans, and American Indians or 
Alaska Natives; 

• Those between the ages of 14 and 34; 

• Men; 

• People with some college or a two year college degree; and 

• Those who speak a language other than English in their home. 


People with household incomes below the poverty guidelines had higher odds 
of using library computers to learn new skills, by a factor of 1.78 greater than 
those with incomes 300 percent or higher than the poverty guidelines. Other 
demographic factors that appear to influence the likelihood of library use for 
learning new skills are: 

• Those of mixed race, Blacks or African Americans, and American Indians 


Opportunity for All: How the American 


Public Benefits from Internet Access at U.S. Libraries | 179 






ZoomText to be able to see. She was on that computer every day. She 
couldn't have learned without that screen enlarger. 

Besides learning new skills, public access computers are also frequently used to 
find resources to help with hobbies and do-it-yourself projects. Almost 33 
percent of the social and recreational users used library computer resources to 
pursue a hobby (Appendix Table 109). 


Almost 33 percent of social and recreational users took advantage of the library's 
computers and Internet connections to pursue a hobby. 

Of all library computer users, those most likely to use the library's online resources for 
this purpose were: 

• People with incomes below the poverty guidelines; 

• Those of mixed race; 

• Younger users; 

• Men; and 

• People with some college or a two-year degree. 


People with household incomes below the poverty guidelines had higher odds 
of using library computers to pursue hobbies than those with incomes 300 
percent or higher than the poverty guidelines by a factor of 1.76. Other factors 
increasing the likelihood of pursuing hobbies using library computers include: 

• Those of mixed race had higher odds by a factor of 1.56 than Whites for 
this type of use, while all other races were less likely than Whites to find 
help with hobbies. 

• The odds of using the library computers for this purpose decreased with 
advancing age. 

• The odds of women using the computers and Internet connections in 
libraries for hobbies were lower than those of men by a factor of 0.62. 

• People with some college or a two-year degree had slightly higher odds 
(by a factor of 1.24 and 1.15, respectively) for this type of use. 

Many of the specific types of hobbies and projects mentioned by case study 
participants and in web survey comments included car, home, and computer 
repair. For example, the Oakland user Joseph (mentioned earlier) said he used 
information found using the library's wireless network to remodel his bathroom 
and kitchen. Sewing, cooking, canning, and other household arts were also 
commonly mentioned as hobby-type activities, with several respondents 


180 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 





reporting that they were searching for information about these types of use in 
order to save money. 

Finding, Attending, and Organizing Events 

Nearly 11 percent of social and recreational users indicated that they had used 
the library computers to organize an event using a social website. 


Almost 11 percent of social and recreational users use library computers to organize an 
event. 

Of all library computer users, those most likely to use the library for this purpose are: 

• People of mixed race, or Blacks or African Americans; 

• People between the ages of 14 and 34 years; and 

• People who speak a language other than English at home. 


People of mixed race and Blacks or African Americans have greater odds of 
using library computers to organize an event than Whites by a factor of 1.72 and 
1.54, respectively. Organizing social events using online tools was more popular 
among younger users—the odds of people aged 14-18 and 19-24 years were 
the highest, by factors of 6.56 and 7.99, respectively, compared to people over 
age 75 years. Those who speak a language other than English at home also have 
greater odds of using library computers to organize events online (by a factor of 
1.60). 

Many users mentioned the use of the library computers to find local events or 
participate in them online. The library's online resources often provide 
organized links to local community events as part of their public services. The 
director of the Marshalltown library explained the value of their Arts and 
Cultural Alliance calendar: 

People find out what the cultural life of the community is about. It 
should be an excellent way that people can find out what job openings 
are available, find things even a simple as how to get around in town, 
like where a business is located. It also gives kids something to do. 

When people come in they're seeing children, they're seeing Latino 
folks, they're seeing all ages, all kinds of economic groups and that's got 
to be healthy. It makes you realize how rich your community is and 
makes you less separate. 

An example of this type of activity in a broader context is the role libraries can 
play in helping people investigate and connect with their native cultures. A 
Native American user at the Cesar E. Chavez branch in Oakland, California, 


Opportunity for All: How the American 


Public Benefits from Internet Access at U.S. Libraries | 181 




talked about his use of the computers to help support his family's Native 
American cultural activities: “I use [the computers] to find upcoming 
ceremonies for me and my family. Or, special days that we need to go to on 
other websites that they told us to go on to in order to find out stuff. Native 
American ceremonies—we like to go to that stuff." 

Travel 

Another use that was mentioned in the web survey responses and case studies 
was finding travel information and making travel plans. Other users mentioned 
using the library while traveling to stay in touch or conduct business on the 
road. 

In Baltimore, Maryland, an Enoch Pratt Librarian described summer foreign 
exchange students who "come in and get on their country's version of Yahoo! or 
Gmail to stay in touch with their families." As he further explained, "There was a 
young woman here on a student visa doing work but also studying and sight¬ 
seeing; she filled up her digital camera. She needed to have her pictures 
transferred to her flash drive. I helped her with that so she could continue to 
take pictures." 

In Oakland, California, the director said, "We do get a lot of tourists; we don't 
really keep tabs, they'll just drop in, 'Hey, we're out of town, can we use your 
computer?"' The director of the Fayetteville library describes a similar situation: 
"The library is a destination in our community, a place to spend the day and the 
place to take visitors. Newcomers and tourists alike are just bowled over by its 
warmth, beauty, collections, and services. I've received customer comment 
cards and emails raving about the Fayetteville Public Library from people all 
over the world. It's a nugget of our community's commitment to reading, 
learning, and the creative culture." 

There are also armchair travelers like Uberto, a 37-year-old immigrant living in 
Baltimore. Uberto uses sites like Google Maps to look at places around the 
world that he would like to visit; he goes on to explain: "When I use the 
computer I like to go places. I like to go to Israel. Go to websites where people 
take their vacations, like the Caribbean Islands, Mexico, Central America, and 
South America. It seems like you travel through the Internet to a lot of different 
places." 

Spirituality 

Although not specifically asked about in this research study, survey respondents 
and case study participants reported using library computers for pursuing 
spiritual matters. Activities included getting information on world religions, both 
to understand others as well as to strengthen their own spiritual orientation, 


182 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


and finding religious texts, bible study resources, church services and events, 
inspirational messages, and retreats. 

One web survey respondent reported that he, "use[s the library's computers] to 
provide spiritual care to hospital or home bound clients." Respondents also 
reported investigating metaphysical resources and other resources for personal 
growth. The resources accessed for all these activities include watching topical 
videos or listening to web broadcasts. 

Entertainment 

Web survey respondents suggested a wide variety of entertainment and social 
uses for the computers, including listening to music, downloading music from 
sites like iTunes to portable electronic music players where possible (though 
often respondents likewise complained about library policies that prohibited 
this type of activity); or watching videos on sites like YouTube or network 
stations to keep up with favorite shows. 

In Baltimore, Maryland, the director of the Enoch Pratt Free Public Library 
describes how these uses may actually be filling a strong social need: "All these 
people had many needs. It was pretty rough. What would happen before we 
had the computers—you'd see these guys sitting at tables really nodding off, 
trading cigarettes, doing other things. Now, they're at the computer. They're 
doing searches, playing chess ... I would rather see them doing that, because 
they're picking up skills and they're engaged and awake and they're doing 
something." 

Games are also important to children as learning activities. In Marshalltown, 
Iowa, a staff member from a local family literacy organization refers families to 
the library for their gaming services, online and in-house, focusing on "children's 
games, literacy games like Starfall.com, and PBS.org's word games." 

In Baltimore, a librarian recounted that, 

You can't always tell the reason someone is watching videos when they 
come in. I’ve been startled when it hasn't been what I was expecting. 

One young man that comes in, he's a little mouthy, he's young, and he's 
flip. His music got too loud and he had headphones, I went over to hush 
him and I was expecting to find hip hop or something. He was listening 
to gospel music. It turns out he's a minister. I wouldn't have pegged him 
as that. So you can't always tell. 

Two interesting extensions of using the library computers for entertainment are 
shown in the following Quotes, which demonstrate that these activities may in 
fact be serving other purposes more related to family engagement. 

Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 183 


Baltimore user Antonia, a 49-year-old user introduced in other sections, 
described using the computers to evaluate her young daughter's activities on 
the Internet to stay on top of her online behavior: "I have an 11-year-old 
daughter and I have to keep up with the sites that she goes on, and the only way 
I can do that is while she's in school. I see all the new shows, to make sure that 
I'm aware of the things that are out there that I can tell what they're utilizing 
and then I can track what sites my daughter goes onto." 

Adam, a 26-year-old unemployed user in Fayetteville, uses the computers to 
keep track of television and entertainment activities for his mother and other 
family members: "It's mainly me using it and taking it back to them. When my 
mother needed information about some shows that were coming on or some 
Christian artist that was coming to town, I'd hop online and get it for her. I do it 
for my sister and dad too." 

Conclusion 

The U.S. IMPACT Study clearly shows that Americans value libraries for the 
access they provide to computers and the Internet for building and maintaining 
social connectedness. Key to this access is the assistance and formal training 
offered by library staff, and the free access enjoyed by users that enable them 
to apply the skills they learn in the use of social software applications to other 
areas of their lives. 

The range of library computer use for communication, entertainment, and 
informal education reflects the variety of ways that individuals take advantage 
of library computing and use it for their own purposes and needs. Many of these 
activities are likely to have downstream impacts in other areas, because they 
build familiarity with the tools and resources available through libraries, and 
help users to be more comfortable with them as a means for accomplishing 
activities that have more direct measurable impacts. Of equal importance, 
however, is the intrinsic value that people derive everyday from being able to 
keep in touch with other people, both near and far, as they share the moments 
of their current lives, interact around meaningful activities, and find ways to 
share their lives. 


184 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Recommendations 


The U.S. IMPACT Studies provides compelling evidence for the way in which one 
public library service - free computer and Internet access - helps address a wide 
range of needs for residents in communities large and small. This report 
demonstrates that libraries have been a silent partner in workforce 
development, educational achievement, delivering health information, and 
bringing government services to citizens. It also documents the significant public 
benefit of investments in library technology and calls on policy makers to 
develop and implement coordinated strategies to more fully integrate libraries' 
roles in achieving positive public outcomes. 

Public libraries are unique community-based institutions that serve an incredibly 
broad spectrum of the American public. Overall, an estimated 149 million 
American's visited public libraries in the last year and nearly half of these 
visitors made use of library computers and wireless networks to access the 
Internet in the past year; three-quarters also used library computers to access 
library resources like the library catalog and online directories, subscription 
databases, and audio and visual collections. Two out of three Americans paid 
"virtual visits" to libraries, accessing library resources remotely through library 
websites. 

Beyond estimating the number of computer users in libraries, this study has a 
great deal to say about how people use these new technologies to meet their 
needs. The uses vary as broadly as a patron's interest can extend. Survey 
respondents and interview participants reported using library computers to 
create resumes, apply for jobs, access homework help, enroll in distance 
education courses, find out about their health, download government 
information, secure government services, and even to communicate with family 
members across the globe. 

Library technology services are not used by a chosen few. The study found that 
a broad cross section of the American public make use of computer 
technologies at their local libraries. Regular users range from school age 
children to the elderly, from business travelers to the unemployed, from long¬ 
term residents to recent immigrants and English language learners. The study 
also found that library computer use wasn't limited to people on the wrong side 
of the digital divide. More than three-quarters of the library computer and 
Internet users reported they have regular access to the Internet at home, work, 
school, or somewhere else. The great number of "wired" users suggests that 
library computers offer more than simple access. The combination of current 
technologies, a wide variety of information resources from books to video and 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 185 










databases and savvy, information-navigating librarians make public libraries a 
unique community resource for millions of computer haves and have-nots. 

At a time when access to technology and the Internet is becoming a necessary 
resource for full participation in society, public libraries provide an especially 
vital service to households in need. The study found that low income 
households, the elderly and English learners, where among the groups most 
likely to make use of computer training opportunities at local libraries. For these 
households, public libraries may provide the only, low-cost entry point into an 
increasingly Internet-dependent world. 

Public and private investments in library technology have made an 
extraordinary difference. From 1998 to 2006, the average number of public 
access Internet terminals available in library outlets has more than doubled. This 
study found that there has been a dramatic return on this investment, with 32 
percent of the country's residents over the age of 14 reporting use of computers 
or wireless networks to access the Internet at their local library. 

Although the number of users is an extraordinary achievement for any 
community based service, it also highlights what is at risk if future public and 
private investment doesn't keep pace with demand. During difficult economic 
times it is incumbent on all agencies to invest in services that are effective and 
to leverage existing resources to address a broad set of policy priorities. The 
recommendations here highlight strategies for policy makers to make smart 
investments in library technology to increase positive policy outcomes in 
broadband adoption, educational achievement, health information delivery, 
citizen satisfaction with government services, and civic engagement. 

State and Local Government Should Include Libraries in 
Comprehensive Broadband Deployment and Adoption 
Strategies 

The National Broadband Plan provides an important framework for 
communities hoping to extend broadband access to all residents. Local libraries 
are an important entry point for residents who lack access and a valued 
resource for residents who may already have access but want the additional 
support and resources that local libraries provide. State and local broadband 
strategies should account for the varied ways in which libraries address 
technology needs of their community. For new users, libraries provide access, 
support, and training. For experienced users, libraries provide high speed 
connections, research databases, and other resources that aren't available at 
home or through a commercial vendor. People are voting with their feet and the 
use of library technology services continues to grow steadily. This trend has 


186 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


continued despite the increasing household computer and Internet penetration 
rates over the last 10 years. 

Business and Government Agencies Should Engage Libraries 
in Economic and Workforce Development Strategies 

Given the high use of library services for employment related activities, with 
over 30 million users reporting this type of use in the last 12 months, it is clear 
that libraries are playing a key role in connecting workers and prospective 
employers and in helping individuals to develop new skills. The study highlights 
a number of ways in which people are using libraries to further their careers. 
Respondents reported using computers in libraries for resume writing, searching 
for jobs, acquiring new technology skills, and researching business 
opportunities. With this many reported users, libraries are likely to be one of 
the most efficient ways to access job seekers in a given area and connect them 
to employment support services. Partnerships between libraries, workforce 
development, and small business development agencies can strengthen the 
impact of local economic development efforts by building broader and more 
seamless workforce information networks for the public. 

State and Local Education Reform Initiatives Should Partner 
With and Invest in Public Libraries to Extend the School Day 
for K-12 Students and to Broaden Educational Opportunities 
for Adults 

Libraries represent a unique community resource that helps expand learning 
opportunities for students of all ages. In many communities, the public library is 
the only noncommercial venue for accessing computers and the Internet. The 
physical and human resources in libraries are often available seven days a week 
and libraries provide a safe environment for students to get acquainted with 
new technologies, communicate with teachers and peers, and to access an 
almost infinite world of information resources. The report highlights several of 
the ways in which residents use library computers for homework and self- 
directed learning. Strategic partnerships between schools, nongovernmental 
organizations, and libraries can help build stronger educational interventions by 
marshalling the resources and capabilities of a variety of community learning 
institutions toward a common set of educational goals. 


Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries | 187 







Public and Private Health Officials and Organizations Should 
Support the Public Library as a Partner in Disseminating 
Health and Wellness Information and as a Resource for 
Future Health Communications Research 

The number of users seeking health information presents clear opportunities for 
broadening public health promotion and wellness campaigns. With 
approximately 37 percent of the respondents reporting that they used library 
technologies to search for health information, which amounts to an estimated 
28 million people, libraries are an important conduit for delivering health 
information to the public. Users at local libraries appear to be highly motivated 
to change their health behaviors. Among the respondents that reported using 
library technology to learn about their diet and nutrition, 83 percent decided to 
make changes in their diets. Among users seeking information about exercise or 
fitness, 84 percent (an estimated 11 million users) decided to make changes in 
their exercise habits. Health information campaigns through library systems 
may benefit from the fact that many users are already motivated to find out 
about their health and are ready to make changes in certain health behaviors. 
And because libraries are so widely distributed in communities across the 
country, public health information can be targeted to address an area's needs 
based on local health surveillance information or the presence of a particular 
demographic subgroup. Working with libraries can help build a stronger health 
communications network in communities across the country. 

Government Agencies at the Federal, State, and Local Level 
Should Support Libraries in Their Role as Points of Access for 
Many eGovernment Services 

Government agencies continue to migrate a tremendous amount of information 
onto the Internet. However, few consider the significant "downstream" impact 
that this migration can have on local anchor institutions like libraries. For many 
residents, libraries are the only place where they can get unbiased, personal 
attention from a knowledgeable professional who will help them access 
information and, on occasion, help them enroll in public programs. As more 
government services go online, the downstream effect will continue to grow. 
Given the high use of library technologies, particularly among vulnerable 
populations, communication strategies developed in collaboration with public 
libraries could help lessen the burden on local libraries in advance of major 
eGovernment initiatives and could help the sponsoring agencies extend their 
reach. 


188 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


Supporting Technology Services that Build Communities 

Respondents of all ages reported that library technologies helped them connect 
with family (locally and around the globe), keep up with current events, and 
identify volunteer opportunities. For these users library technology services 
were like a contemporary version of the old town square, a place where one 
could go to connect with family and friends, learn about current affairs, or 
cultural programs. New technology services in libraries have preserved the role 
of libraries as the information commons in the 21st century. Local civic and 
government organizations should consider ways to promote and support this 
vital role that libraries continue to play in the information age. 


Opportunity for All: How 


the American Public Benefits from Internet Access at U.S. Libraries | 189 





Future Research 


This study provides a solid base for future investigation. The research program 
establishes a systematic, comprehensive approach based on mixed methods 
that. While the survey yields statistically generalizable results the case study 
investigation provides rich detail from the field data. The findings suggest the 
following areas for further study of the impact of free access to computers and 
the Internet in public libraries: 


Further Exploration of Activities and Users 

More work is needed to understand the impact of the social inclusion activities 
identified in this study. There were very large numbers of people engaged in 
communication with family, social networking sites, email, and web surfing. The 
full impact of this type of use could not be measured in a study of this type. It is 
possible that the value derived from these uses are indirect, in that they further 
develop technology skills of users or perhaps they occupy time that might 
otherwise be spent on other antisocial activities. Further study is needed to 
document that value and understand the factors that can make social inclusion 
activities most successful for individuals, families, and communities. 

Further study is also needed on how particular sociodemographic groups use 
library computers. While this study revealed the value of library computer and 
Internet access to low income populations across all subject areas, significant 
differences in odds ratios were reported amongst social groups, particularly 
people of different age, gender, ethnicity, and language within specific activities 
in different domains. A key emergent question, for example, pertains to the role 
of gender: whereas women are heavier users of libraries in general, men 
showed greater odds of using library technology in most every area. What are 
the reasons for this difference? 


Extending the Impact, Helping Others 

A significant finding from this research was that two out of every three library 
computer users were seeking information or performing an instrumental task 
on behalf of another individual. The implications of this observation are 
important for policy making, and the design of both professional services and 
technical applications. Further research is required, however, into why people 
act in this helping capacity and to what extent their library computer use is for 
this purpose. Likewise, research is needed on those who primarily fill the role of 
the people being helped, particularly whether they are non-users, how they 
select their helpers, and whether they have networks of helpers. Applying these 


190 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 


findings in the library setting may help to improve services and reduce staff load 
with a better understanding of the workings of this behavior. 


Opportunity for All: How 


the American Public Benefits from Internet Access at U.S. Libraries | 191 



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Further Readings 

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Washington, DC: National Center for Education Statistics, Institute of Education Sciences, Library 
Statistics Program, U.S. Dept, of Education. 


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Moore, E., A. Gordon, M. Gordon, and L. Heuertz. 2002. It's working: People from low-income families 
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Appendices 

The appendices to this report are available at the following links: 

Theoretical frameworks 

http://impact.ischool.washington.edu/documents/OPP4ALL Appendixl.pdf 

Research methods 

http://impact.ischool.washington.edu/documents/OPP4ALL Appendix2.pdf 

Tables 

http://impact.ischool.washington.edu/documents/OPP4ALL Appendix3.pdf 

Telephone Survey Instrument 

http://impact.ischool.washington.edu/documents/OPP4ALL Appendix4.pdf 

Web Survey Instrument 

http://impact.ischool.washington.edu/documents/OPP4ALL Appendix5.pdf 


200 | Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries 








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